service marketing project 2

The purpose of this assignment is to illustrate how the servicescape can influence the customer’s service experience. In this exercise, student will produce a short (4-5 minute) video segment or PowerPoint presentation with photos and analysis related to a specific servicescape that describes the impact on the customer’s experience. The servicescape is the environment where the service is delivered.

Students will prepare a Servicescape of their favorite restaurant in terms of the different categories where the service is performed, delivered and consumed. You will determine the impact on customer response, particularly perceptions, evaluation and assessment.

The project paper will answer the following questions:

1. What is done well in this servicescape? Use the video/Powerpoint to point out specific examples.

2. What are the important issues in designing/maintaining this servicecape so that it will be

a positive influence on customer expectations?

3. What part(s) of the servicescape could be improved or altered to positively influence the service experience? Use the video/Powerpoint to point out specific examples.

4. Do any of the following characteristics (color, lighting, shapes, sound, and smell) influence the customer’s experience? Explain.

5. Which roles (package, facilitator, socializer, and differentiator) does this servicescape play? Explain.

Your Servicescape video segment or PowerPoint presentation is limited to 5 minutes and will cover the analysis of the servicescape and the impact on the customer’s experience. The presentations are scheduled for Monday, April 22, 2019. Please provide me a paper copy prior to the presentation.

The Servicescape paper is limited to 6 typewritten, double-spaced pages. It is due on

Friday, April 26, 2019. Please provide me a paper copy of your paper on or before that day.