SM Assessment 1 Script 
Edinburgh Napier University
BA (Hons) Hospitality & Service Management
TSM 09904 Service Management
ASSESSMENT SUBMISSION
Pacific Coffee
Lecturer : Dr. Ros Sutherland
Local Tutor : Dr. Vincent C.S. Heung
Student name : Wong man Yee (Samantha)
Matriculation No : 40187707
Year and Class : 2015, BAHSM 1B
Date of submission : 24th March, 2015
Word Count : 2013 WORDS
SLIDES 1 COVER PAGE
SLIDES 2 CONTENT PAGE
SLIDES 3-4 (INTRODUCTION):
These slides are the introduction of this assessment which is talking about the aim, objective and briefly Pacific Coffee background. This PowerPoint is using the Pacific Coffee as the example to analysis the effective use of physical evidence in a service environment which will be using servicescape and service encounter as the theory to analysis the topic. The aim of this assessment is use physical evidence to identify the service environment, those physical evidence included the organization’s facilities, advertising, staff uniform etc. The objectives are analyses the importance of service environment in a service management and use the example to figure out Pacific Coffee how to achieving the overall goal of service excellence, for example: fulfill the customer and employee needs and wants.
Slides four is talking about the Pacific Coffee background. Pacific Coffee Company (PCC) is a Pacific Northwest U.S.-style coffee shop. In 1992 first Pacific Coffee was opened in the Bank of America Building in Central. Founder hopes to provide a breathing space for the hardworking Hong Kongers, using coffee to boost their spirits. Their service pledge is “The perfect cup, anytime, anywhere”, they will constant reminder to every staff member provide the perfect coffee and service are the main service pledge in the Pacific Coffee. And their mission is “The Cup, The Thought, My Way”, Pacific Coffee strive to provide customers with great quality coffee and beverages, a really comfortable place to hang out and plenty of
BA (Hons) Hospitality & Service Management
TSM 09904 Service Management
ASSESSMENT SUBMISSION
Pacific Coffee
Lecturer : Dr. Ros Sutherland
Local Tutor : Dr. Vincent C.S. Heung
Student name : Wong man Yee (Samantha)
Matriculation No : 40187707
Year and Class : 2015, BAHSM 1B
Date of submission : 24th March, 2015
Word Count : 2013 WORDS
SLIDES 1 COVER PAGE
SLIDES 2 CONTENT PAGE
SLIDES 3-4 (INTRODUCTION):
These slides are the introduction of this assessment which is talking about the aim, objective and briefly Pacific Coffee background. This PowerPoint is using the Pacific Coffee as the example to analysis the effective use of physical evidence in a service environment which will be using servicescape and service encounter as the theory to analysis the topic. The aim of this assessment is use physical evidence to identify the service environment, those physical evidence included the organization’s facilities, advertising, staff uniform etc. The objectives are analyses the importance of service environment in a service management and use the example to figure out Pacific Coffee how to achieving the overall goal of service excellence, for example: fulfill the customer and employee needs and wants.
Slides four is talking about the Pacific Coffee background. Pacific Coffee Company (PCC) is a Pacific Northwest U.S.-style coffee shop. In 1992 first Pacific Coffee was opened in the Bank of America Building in Central. Founder hopes to provide a breathing space for the hardworking Hong Kongers, using coffee to boost their spirits. Their service pledge is “The perfect cup, anytime, anywhere”, they will constant reminder to every staff member provide the perfect coffee and service are the main service pledge in the Pacific Coffee. And their mission is “The Cup, The Thought, My Way”, Pacific Coffee strive to provide customers with great quality coffee and beverages, a really comfortable place to hang out and plenty of