App: Spotify
Background on the Service Organisation:
There must be a critical discussion of the selected service organisation. In this discussion, the following MUST
be discussed:
- the competitive positioning strategy
- the target market(s) of the organisation need to be outlined Service Delivery Elements:
- This section must critically discuss the following elements [tables are permitted]:
- Core and supplementary service offerings and how are they delivered
- Identification of scripts and level of control in the service experience
- Service distribution: ‘What, How, Where and When’
- The Servicescape
- Potential bottlenecks, moments-of-truth, critical incidents Current Service Delivery Blueprint:
- Blueprint must be very detailed and clearly demonstrate the complexity and divergence of the stages within service performance (customer journey), for the selected service organisation. The following elements must be included:
- Timing
- Frontstage and Backstage
- Physical evidence (App/website cues)
- Customer Actions
- Service Personnel Actions (Frontstage & Backstage)
- Support Systems
- Line of interaction, visibility and internal interaction
- Fails points (frontstage and potential backstage) & bottle necks
- Moments of truth
All of the stages and design of the blueprint MUST be in the correct order. It must be noted that assumptions
are permitted, however it is strongly recommended that substantial research is also undertaken in the
development of the service blueprint. If assumptions are made, please ensure that this is noted in the report.
APA format. Scholarly sources.