Designing & Managing Service Processes from the book: Essential of Services Marketing 2nd Edition. Vochen Wirtz, Patria Chew & Christopher Lovelock

Identify one website that is exceptionally user friendly and another that is not. What are the factors that make for a satisfying user experience in the first instance and a frustrating one in the second website? Specify recommendations for improvements in the second website.

use ALl APA 6″ formatting guidelines such as title page, page #s, headers & other elements. At least one citation in the body of the paper with APA references in the back.