'The cellar door experience is shaped by complex interactions of visitors and the service staff, the wine product, the cellar door setting, winery management systems and other winery attributes, making evaluation of service quality a complex task' (Carlsen, J., 2011, p.276).  As a consumer of services, evaluate a service encounter by conducting a RATER audit  Discuss your experience from a Service Management perspective (use relevant MGT concepts)  Incorporate/apply the above quote into your discussion  You must support your discussion with reference to course Readings and other research.  Solid business support examples from your RATER evaluation must be used, not solely definitions of concepts  Theoretical support from course notes, Readings and other research must be included to support your discussion  When doing the Weekly Readings, keep notes of quotes or paraphrased ideas that could