There are seven assignments to be completed. The audit assignment is usually an individual assignment but I would consider a team approach if two of you would like to work on the same institution. You can then do the final revision (the consulting report) at the end either individually or again as a team. Team work is valuable even if may take more time as you will gain more from the assignment by having a partner to discuss it with and to share the investigative and writing burdens. You would both receive the same grade unless there was overwhelming evidence to do otherwise.

A sizable proportion of your final grade (20%) is given to class participation. It includes attending and participating in class and outside reading with appropriate posts to the discussion forums.

See the box below for links to details and dates when each of the assignments listed above is due.

Market Audit	October 9
Short Exercise 1 - Relationship Marketing or Service Recovery	September 18
Short Exercise 2 - Customer-Defined Service Standards or The Servicescape	October 2
Short Exercise 3 - Employee or Customer Roles in Service Delivery	October 16
Short Exercise 4 - Managing Customer Costs or Customer Promises	November 6
Group or Individual Leading Case Discussion	between September 25 and December 4
Market Audit Revision "Consulting Report"	December 9

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Revised jANUARY 8, 2006.