(a) Role of service scape in the delivery of services and Provider Gap 2.
(b) Evaluation of service design, delivery, standards and the use of physical evidence I creating the servicescape.
2. SERVICE BLUEPRINT
(a) Service Blueprint.
(b) Analyze service design and delivery process.
(c) Clearly designed services in service blueprint without oversimplification, incompleteness, subjectivity, or bias. [8 Marks]
(d) 3 improvements.
3. COMPANY- and CUSTOMER-DEFINED STANDARDS
(a) Service standards
(b) Standards creation process analysis.
(c) Service quality goals examples.
(d) Standards increasing or decreasing Provider Gap 2?
4. PHYSICAL EVIDENCE and the SERVICESCAPE
(a) Physical evidence in creating servicescape. Samples e.g. print pieces, Internet pages, or photos.
(b) Firm’s servicescape.
(c) Impact of physical evidence and servicescape on customers.
(d) Contribution of servicescape to Provider Gap 2? [3 Marks]
(a) Conclusions on standards, service delivery and use of physical evidence in creating an effective or ineffective servicescape.
(b) Conclusions on Provider Gap 2 and narrowing the gap.
Appendix: Service Blueprint
• Re-drafted blueprint
… • 2000-2500 words
… • All sources, including websites and personal interviews with your chosen firm are cited.
… • All material presented is organized and clear.
… • Uses reflective, logical, and rational thinking to gather, combine, process, interpret, and analyze the information and develop reasonable conclusions.
… • Uses appropriate marketing terms and concepts.
… • Demonstrates knowledge, skills, and perspectives on the topic.
… • Demonstrates connections between your learning and actual business practices and processes.
… • Paragraphs are unified, developed, and coherent, with transitions between ideas.
… • Sentences are grammatically correct; words are chosen for accuracy and impact.
… • Writing follows the conventions of spelling and mechanics (punctuation, etc.).
… • Documentation follows APA style accurately and consistently.
… • Assignment is submitted in PDF and uses 12‐point font.