Virginia Tech Service Failure and Value Co Creation during COVID 19 Case Study

I’m working on a case studies multi-part question and need a sample draft to help me study.

HTM 2464: Introduction to Service

Case 2: Service Failure and Value Co-Creation during COVID 19

COVID 19 has fundamentally altered the service industry, including both the delivery of services and our sense of service quality. This case study asks you to describe two service experiences that you’ve had during the COVID 19 pandemic. Follow the guidelines below to describe these experiences, your reaction, and relationship to the course content. You can use the same experiences as used in Case 1 if they are appropriate.

Experience 1: Service Failure

Identify a service failure experience you’ve had during the COVID 19 pandemic. Answer the following questions:

1. Describe the experience, including (a) the specific nature of the experience, and (b) what went wrong.

1. On a scale of 1 (not very bad) to 10 (worst experience possible), how bad was the service failure?

1. What did you do? Did you complain to the service company?
   1. If no, why not?
   2. If yes, to whom did you complain? What happened after you complained? Did it make any difference?

1. How would you classify your treatment using the categories of “outcome fairness”, “procedural fairness” and “interactional fairness”? (please note — I want you to answer this for all three types of fairness, not to judge which is most applicable)

5. What would you recommend to the company management (be sure to connect to the service recovery part of the lecture)?

Experience 2: Value Co-Creation

Identify a service experiences you’ve had during the pandemic, involving yourself as part of a group of people.

1. Describe the experience, including (a) the specific nature of the experience and (b) who you were with.

1. How involved were you in value co-creation of the experience? (i.e., deciding where you went — to which service company and the actual on-site experience)

1. On a scale of 1 – 10, how satisfied were you with the experience? Explain what influenced your experience satisfaction. Were the other people in your group more or less satisfied?

1. To what extent did your engagement in planning the experience influence your satisfaction (1 to 10, not at all to extremely)

1. From the perspective of the co-creation of service experiences, please explain your answers to questions 3 and 4.

Some notes on the assignment:

1. When finished your assignment should be 3 pages (1)cover page with name, VT Honor pledge, date, (2) the service failure experience and (3) the value co-creation experience.
2. Double spaced, 11point font, 1 inch margins
3. I encourage you to use the actual question numbers and do this as a bulleted report. No need for creating paragraphs, etc. Keep it simple and focused
4. Please submit your assignment via the Canvas assignments page as an MSWord file.

Grading Rubric

• 9 points for the service failure experience (4 for questions 1-4) and (5 for questions 5)
• 9 points for the value co-creation experience (4 for questions 1 to 4) and (5 for question 5)
• 7 points for presentation (cover page, name, honor pledge, quality of writing and presentation)