As an individual or a group choose a service experience you will encounter. At least 2 team members willexperience the service offering. The blueprint and report will be based on your experiences and research.This assignment is designed to help you understand customer expectations. By video, audio recordingand analysing your own experiences in reference to the theories, tools and techniques of servicesmarketing, you will discover what is needed to satisfy a customer.Blueprint Requirements (50%) Identify any changes you’ve made to the actual experience by using a code, e.g. a different colour,and address these changes in your analysis. Inclusionso Front stage activitieso Physical evidence of front stage activitieso Line of visibilityo Lines of interactiono Backstage activitieso Potential fail points – only address those which have the potential to affect the enjoyment ofthe core product. In your analysis you should reveal opportunities to fail-safe the activity.o Identify customer waitso Service standards and targets for the delivery team (for each necessary activity)Report Requirements (50%) Analyse each step of the service encounter included in your blueprint. Based on this analysis make a series of recommendations for service experience improvement.The recommendations will be evident in your blueprint via a code or marking. This report must not exceed 1000 words. You will need at least 3 references.Hints Document your experience with a service encounter by identifying the larger steps you followed inexperiencing the service and how you felt during each larger step. Feel free to experience the encounter more than once to be sure you have recorded all the stepsand had the opportunity to identify necessary information including, but not limited to, fail points,process time, activity time, stations, bottlenecks, etc. Each of you will be required to submit the project via Moodle and present to class. In thesubmission comments as well as on the report, please list all team members’ names thatwere part of the service experience.

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Status NEW Posted 28 Jul 2017 07:07 AM My Price 6.00

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