Cx660016A Services Marketing Management Assessment Answer
LEARNING OUTCOMES:
The purpose of this assessment is to:
1.Analyze the activities and management needs of a service marketing-oriented organization. (LO1)
2.Apply services marketing concepts to an organization’s services offering and develop quality measures and tools suitable to the service organization. (LO2)
TASK/ASSIGNMENT:
You will write a report based on your investigation of a service marketing organisation
You will pick a service marketing organisation you are familiar with.
You need to research and analyse the activities and management needs related to providing a quality service offering and develop quality measures and tools. Apply service marketing concepts suitable for the organisation.
DESCRIPTION:
1.Analyze the service quality model identifying and discussing the 5 service gaps. You should identify the customer expectations of the service and how this applies to your organization (gap 1 and gap 5). Make and justify 3 suggestions for improvement
2.Analyze the 4 characteristics of services and discuss how these apply to your organization
3.Apply the Servicescape (physical evidence) to your organization and make recommendations (in 3 areas) for improvement
You should use both academic and non-academic research to justify your analysis and discussion
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