Write a research paper based on a real organization (case study), preferably a well-known company, product, or service-based.
Paper may reflect best or worst industry practice or something exciting and worth investigating.
Need to say why it is an interesting case study.
Include at least 10 cited references.
List of references at the end (not an annotated bibliography), Harvard (author-date) system.
2000 words, including references.
Should highlight relevant principles and theories among these:
Customer Experience, Satisfaction, and Loyalty
Branding Customer Experience
Customer Retention
Key characteristics of services: intangibility, inseparability, perishability, and variability
Challenge of measuring quality in service-based companies
Internal Service Quality (HR)
SERVQUAL (Service Quality = Perceptions – Expectations)
Purchase Funnel
Customer Attention
Blue Ocean Strategy
Employee Engagement
Last Completed Projects
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