Abstract
The case study we examined and presented on was entitled Amy's Ice Cream and came from the chapter on service encounter. This report will outline how we as a group organized and managed our presentation and detail what we would do differently if given a second chance. The planning for Amy's Ice Cream presentation began at the beginning of the 3rd week of the midterm break. Of the five group members, only three of us could be physically present for the first meeting as the other two team members were visiting their home countries. Therefore these team members were contacted a number of days before the meeting was scheduled and an agreement was reached where we would use instant messenger to liaise with each other as the meeting progressed. We used instant messenger to consult them on ideas and points which were being raised during the physical meeting in Dublin. This allowed them to express any ideas, questions or concerns as regards the project in hand. We felt that this was an excellent compromise as we benefited from the input of all team members and also it avoided confusion which would result upon their return to Ireland on April 1st.
