Reflective Journal on INP202 Module 4: Service Management Concepts

This reflective journal entry details the student's insights and experiences as an Assistant General Manager at Regent Park Resort, focusing on Module 4 of the INP202 course. The journal explores key service management concepts, including the service encounter triad, service blueprinting, service profit chain, and strategies for handling complaints and service recovery. The student reflects on how these concepts were applied in a real-world setting and how they contributed to their understanding of customer service and organizational success. The journal also highlights the practical application of learned theories and how they can be beneficial for future professional development and improved service delivery. References to relevant videos and articles are included, supporting the student's analysis and understanding of the topics covered in the module.