1. Define the service for the selected service organization through highlighting the service characteristics.
2. Discuss the 7P’s for the selected service organization, while:
a. highlighting the most significant P’s to the organization by showing how they are utilized to emphasize the Business Mission Statement.
b. highlighting how the 7P’s have been utilized to support the segmentation, targeting and positioning of the organization.
7Ps: Product, promotion, price, place, people, physical evidence, process
3. Describe the customer experience and the need to connect with customers at a physical and emotional level. In particular, look at the customer journey and the perception points within that journey.
• Bamford, D. R., & Forrester, P. L. (2010). Essential guide to operations management: Concepts and case notes. Chichester: Wiley.
Please make sure use the book above as one of the references for operation part