Define and Explain the Service that Your Company Delivers – What Type of Service: Service Marketing Assignment, RMIT, Singapore

Assignment Questions

Select ONE organisation and venue from the sector list below:

  • Banks
  • Beauty Salons or Nail Bars
  • Cinemas
  • dentists
  • Gyms/ Sports Centres/ Swimming Pools
  • Hairdressers
  • Hospitals or a Doctor’s Surgery
  • Museums
  • Restaurants
  • Theatres

Using the various services marketing and environmental theories, as discussed in the module, analyse your company’s service offerings and the impact of COVID-19 within the service setting.

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Section A: requires you to define and explain your company’s service operations.

Define and explain the service that your company delivers – what type of service is being delivered by the company? (To help you define and explain your service you may wish to consider the core service; 5 fundamentals; experience economy; presumption or co-creation of the service).

Section B – using one of the following models illustrate your service pre-COVID-19 (*You must only submit one model):

  • The Servicescape model (Bitner 1992)
  • The Services Theatre Model (Grove and Fisk 1992)
  • The GAPS Model (Zeithaml et al 1998)
  • Blueprint Model (Zeithaml et al2018: 238)
  • The Zone of Tolerance Model (Zeithaml et al 1993)

Section C:

  • Using the same model as section B – identify 4 key changes that COVID-19 has had your service and clearly illustrate these by amending your model (e.g. note the changes in red)
  • Discuss these changes and identify the impact that these changes have had on your service and the service experience

Section D: Requires you to make 2 evidence-based recommendations as to how your organisation may enhance the service experience due to the impact of COVID-19.

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Reference no: EM132069492

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