. . . . . Students will assume they have a brief from a fictional company that is just starting out in the hotel or travel sector. The students have been tasked to provide a consultancy report that explains why, how, who, where and when the company should develop a robust customer service strategy. The plan should contain at least one visual or table that provides an overview of the approach recommended with timings. The plan should take the company through the critical areas and phases required. The outline for the Consultancy Report for the Company will include: Cover Sheet Table of Contents Executive Summary (remember, the audience is the management team at the Company) Introduction (what is the aim of the report and main topics or sections) Literature review (theoretical concepts used. All students must use and explain the relevance of the Service Profit Chain for customer service and use the Service Profit Chain to structure your research and recommendations. Overview of the Company and sector in relation to customer service. This can be modelled on an existing business but can be fictional. It should include key data such as: size of business, number of employees, single site or multi-site, corporate structure, services offered. Analysis, opportunities, threats and recommendations based on theoretical concepts and other research. Recommendations should be summarised in a diagram or flowchart and explained in the Report. Conclusions (Summary of main points from your Report) Appendices (if needed) References (All sources used must be cited using Harvard style). At least 12 sources must be used from the Module Reading List. Additional resources by students' own research may be added