***Do only report 2000 words** Students will Choose TWO of the Service Encounte

***Do only report 2000 words**
Students will Choose TWO of the Service Encounters from the reflective journal from the SAME business and provide suggested solutions to the problematic issues they have observed. They will be able to use their knowledge from the module to aid their analysis and to provide workable recommendations that will enhance the ability of the system or subsystem to meet service requirements.
Each journal entry should correspond with a different service encounter. Record service encounters from different industries (for example, do not write up restaurant/cafe experiences only). You can write about both GOOD and BAD service encounters.
Below is a list of course concepts from Marketing that you can choose from re your journal and report. Models and theories form other modules are NOT accepted
– The 4 / 7 P’s (The extended marketing mix)
-The features of services – Intangibility, perishability, inseperability, heterogeneity
-The 3 stage model of consumption – Prepurchase, service encounter and post encounter stages
Market segmentation strategies
-Positioning. Developing an effective positioning strategy. Positioning Maps.
-USP
-The Flower of Service
-The AIDA Model
– Marketing Communications, communications planning, the marketing communications mix
-Branding
-Blueprinting Services. Blueprint flowcharts of the custmer service process (Detail required. Identify fail points. Timings)
-Customer Relationship management – examples required of what YOU winessed in terms of your service encounter
-The Servicescape/service environment
-SERVUCTION system
Customer complaint behaviour and resolution
-SERVQUAL the GAPS model
IMPORTANT: Here is a list of course concepts from Operations that you can choose from re your journal and report.
Models and theories form other modules are NOT accepted
-5 Performance Objectives
-4 Vs
-Process Type
– Transformation Model
-Process Layout
-Strategic Capacity Plans
-4 Ms of Capacity
-Gap Model
-Ishikawa/Fishbone Diagrams
-Service Blueprinting / Process Mapping
-Service Recovery
-Supply Chain Design
-Vertical Integration
– Quality improvements using any of the above
-5 Performance Objectives
-4 Vs
-Process Type
– Transformation Model
-Process Layout
-Strategic Capacity Plans
-4 Ms of Capacity
-Gap Model
-Ishikawa/Fishbone Diagrams
-Service Blueprinting / Process Mapping
-Service Recovery
-Supply Chain Design
-Vertical Integration
– Quality improvements using any of the above

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