Compare & Contrast & COVID-19 ESSAY

Compare & Contrast & COVID-19

As we move into Jeff Toister’s work and apply the theories we have examined in this course to practical case studies in the real real world, you will be working diligently with your assigned team on your group project research and presentation. As you integrate the key principles of creating and evaluating an organization’s service culture, make sure you read Toister’s book in its entirety (it is not a difficult read) as it provides you with a great foundation to critically evaluate an organization’s stated values with their everyday practices. In this week’s learning journal, think about a service-oriented workplace or organizational experience you have personally had and reflect on that experience in light of the principles discussed by Toister. I also want you to consider how COVD-19 has affected your thinking about service/ service cultures or customer service.
CONTENT: Read the Following:
1: The Service Culture Handbook (2017) by Jeff Toister (the entire book).
2:Article: Coronavirus impact on service organizations. Weathering the storm. By Nicolas
Guzman, Mitesh Prema, Rohit Sood & David Wilkes (2020). McKinsey & Company. Retrieved from https://www.mckinsey.com/business-functions/operations/our- insights/coronavirus-impact-on-service-organizations-weathering-the-storm#

FORMAT: Write the following:
“Compare & Contrast & COVID-19”
This week’s learning journal invites you to think about an experience you have personally had in the service industry. Maybe it is a job you had a tea shop, or an experience returning an item to a store. Maybe it is connected to a family business, an airline experience of any number of hundreds of interactions you have had as they relate to service. Pick one incident/ event and reflect on it (either good or bad) in light of the ideas put forth by Jeff Toister. For example, would you go back to that business? Why or why not? Did the leader/ manager embody a service mindset?

I also invite you to answer this question, “What do you think some of the biggest challenges to a good service and healthy service cultures in organizations have been since the COVID-19 pandemic entered our world?” Suggestion: This would be a great journal entry to include images and photos to make a scrapbook to go along with your ideas. Be sure to include the citation of where you retrieved each image from.

Compare & Contrast & COVID-19 ESSAY

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