Describe the company’s service concept, as well as core and supplementary services based on available secondary information.

Task Text:
Select a service business that has a service you have the opportunity to take over
semester.
Familiarize yourself with how the company organizes its service delivery by:
Describe the company’s service concept, as well as core and supplementary services based on
available secondary information (website, annual report etc.)
Analyze corporate service cape design
Analyze business capacity management and resource allocation in service delivery
Using Service Blueprinting model to identify and understand your company
service delivery process
Use relevant tools to analyze customer experience (here it may be relevant
collecting own primary data)
On the basis of collected secondary and primary data and analyzes performed:
Discuss how the company communicated service concept correspond to the real
delivery. Use GAP model to explain the possible causes of failure
service delivery
Use acquired theories and other academic research, and develop a ‘service recovery’
strategy for managing and preventing failures in service delivery. Propose concrete
measures how such problems can be prevented, and how challenges should
handled if they arise
Identify three areas of improvement that can increase the value of the service and
improve customer experience
Discuss any other issues you feel are important for this service activity
The assignment shall be based on secondary data and surveys you carry out. You
can of course visit the company as a customer, but it is not allowed to contact / interview
company employees associated with the task.
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Assessment criteria:
The paper must be anchored in theory, the reviewed models and other scholarly literature.
The proposals and conclusions will be evaluated on the basis of theoretical grounding / discussion and practical
usefulness.
More specifically, the assignment shall be assessed according to the following criteria:
Contents – the answer should show that the student masters the art using
theories, models and concepts in the curriculum in the proper context. The student will also
show that he manages to conduct additional research in the current themes and
can draw other scholarly literature in the paper.
Practical relevance – the student must demonstrate that they acquired theoretical perspectives can
used and understood by practical examples.
Structure and presentation – the answer is characterized by being consistent and logical
built up.
General appearance – the answer bears generally characterized by order and tidiness and well
language.
Fulfillment of formal requirements – see http://biblioteket.ck.no/skrive-og-henvise/
Citations – Students should use multiple sources in their works and use of
current rules for citations.