The task is a 3000 word written report where a high involvement service experien

The task is a 3000 word written report where a high involvement service experience needs to be selected. The perception of the retailer as well as factors influencing the decision-making process (utilising relevant CB theory) need to be analysed. The customer journey map, personal experience at each stage (using the simplified customer journey map) as well as moments of truth (using the prescribed scholarship article) need to be elaborated. On the basis of the analysis, recommendations with respect to improving customer satisfaction and loyalty need to be made. Recommendations need to be supported by literature.
All the assignment details and all the readings are in the assignment details file