Services Marketing Assessment
LEARNING OUTCOMES - On successful completion of this unit, you should be able to:
- Discuss the particular context and nature of services marketing.
- Examine issues relevant to strategic service marketing management.
- Explain the relationships between customers, employees, and the organisation in the design and delivery of services.
- Critically evaluate theoretical perspectives in services marketing provided by the academic literature, and to develop their own perspectives.
- Examine issues in service delivery and evaluation of service quality.
Assessment task 2 -
Discuss the notion that customers are the best judges of quality of a service process. Why is it important to understand customer expectations and how does this relate to service design and implementation, and customer satisfaction?
Purpose: To discuss the particular context and nature of services marketing and to critically evaluate theoretical perspectives in services marketing provided by the academic literature.
Required text(s): Lovelock, C., Patterson, P., and Wirtz, J. 2015, Services Marketing: An Asia-Pacific and Australian Perspective, 6th Edition, Pearson Education, Australia
Attachment:- Assignment File.rar