MKT203 Services Marketing Presentation
- Subject Code :
MKT203
Your task
Individually, you will be selecting a service failure you experienced recently to base your presentation on. Then you are required to record an 8-minute video that shows you presenting slides containing your responses to the tasks listed in the instructions below.
Assessment Description
This individual assessment aims to assess students’ ability to explain their consumer decision-making and consumption process with the help of the learnt concepts. Students will also be showcasing their ability to relate other key concepts pertaining to the influence of customer experience on service quality management and service failures. By completing this assessment, students will also be applying the service marketing approaches to a range of business problems experienced by the service provider.
Assessment Instructions
To begin with, you need to select a service failure you experienced within the last year. Discuss your chosen service failure with your workshop facilitator in Week 6 to ensure you have selected a valid and relevant scenario.
You are then required to prepare a video presentation in which you do the following.
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Describe your 3-stage consumer decision-making and consumption process that led you to select the service provider you experienced the service failure with. While doing so, you should aim to include as many concepts from the week 3 class as you can.
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Identify and explain the types of complaints made by you, your 3-pronged approach to complaining, the cause of the failure and failure attribution.
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Discuss the gaps that seem to have led to the failure. What could the service provider have done to narrow these gaps? Explain the solutions logically and corroborate them through research.
Carefully select a service failure that will enable you to elaborate on the maximum number of learnt concepts (especially the ones listed above). The video presentation must include relevant concepts from at least weeks 3-5.
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, and journal/newspaper/magazine articles. These sources should be included as in-text citations and a reference list on the slides at the end of your presentation.
