Information

Assessment 3

Information

Subject Code: MKT203 Subject

Name: Services Marketing

Assessment Title: Service Infographic

Assessment Type: Individual infographic Length: 3 pages

Your task

Individually, you will be researching the chosen service provider and preparing a 3-page infographic containing your responses to the tasks listed in the instructions below.

Assessment Instructions

In the week 7 class, your facilitator will provide you the names of 3 Australian CX (customer experience) award-winning service providers. You must choose only one service provider for this assessment. You will be required to research its services to prepare an infographic. You are free to use a graphic design platform of your choice (such as Canva) to prepare it. The infographic should convey all relevant details and address all components for three of the following tasks.

Case Australian CX

Transdev Ferries: TransdevSydneyFerries has been recognised as an ABA100 Winner for CX Management in The Australian Business Awards 2021. Students are being given the leeway to choose Transdev Ferries (not just their Sydney Ferries) so that they have more to work with.

Compulsory task:

Emerging trends adapted by the service provider and their possible impact on customer experience

Optional tasks (choose any 2):

1. The three layers (core, facilitating and enhancing) of the service offering

2. The servicescape

3. The customer perceived value

4. The service blueprint

5. Potential sources of the three kinds of conflicts for service employees

In preparing this presentation, you must use at least 5 sources of information and reference these in accordance with the Kaplan Harvard Referencing Guide. These may include corporate websites, business social media accounts, published customer reviews, government publications, industry reports, census data, journal/newspaper/magazine articles. These sources should be included as in-text citations and a reference list at the end of your infographic. An additional page can be added to the infographic (page 4) to include the reference list.

Transdev Ferries: TransdevSydneyFerries has been recognised as an ABA100 Winner for CX Management in The Australian Business Awards 2021. Students are being given the leeway to choose Transdev Ferries (not just their Sydney Ferries) so that they have more to work with.