Assignment 5 - Evaluating the Service Environment This assignment tests your ability to evaluate a service delivery environment. You will focus on the key steps in the service encounter and identify the ways in which each of those steps could either Exceed Expectations or Fail Expectations Here are some additional details to keep in mind Your assessment should be summarized in table form, exactly like the example in the book Table 10,5 You need to cover every step of the Service Encounter (a step is one specific action that would be undertaken like "parking the car" or "placing your order) You need to have at least 5 steps, and no more than 10 steps in your Service Encounter You can choose any service organization for this analysis, other than any of the companies covered in the Group Project, or the example used in the text book for Table 10.5. You can research some information on their website, or using consumer reviews You can also draw on your own recollections from having used the service in the past (you should not need to visit the service provider) You should also try to reforence content from the chapter (for example, the Environmental Dimensions noted in Figure 10.9., or the design elements of a retail store environment summarized in Table 10.1)