I’m working on a Business question and need guidance to help me learn.

Recall a negative service encounter. What went wrong for the customer? How could this negative service encounter been avoided through the creation of a service blue print? What recovery strategies could have been employed? What was the impact to the customer and future business to the hospitality enterprise?

In addition to answering the above, your journal will be a compilation of your thoughts and experiences from each course module. You will record what you learned in the module, your feelings on the class to that point, the module topics, and any other pertinent information you wish to include. You will use your journal throughout the term and, more importantly, at the end of the term to help gain a better understanding of key concepts and important theories in customer experience management.

Journals are worth 20 points. Your journal entries are to be submitted via Canvas and are due prior to your completion of the module. Those entries that are submitted late will not be awarded credit.

An appropriate journal will include:

1. What stood out as most important to me in the module?
2. What did I learn from it?
3. How will I use this in the future?

Writing, spelling, and grammar matter; proofread your work before you post. Up to 10%-point reduction for writing errors.