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MNM3713 Assignment 4 PORTFOLIO (COMPLETE ANSWERS) Semester 2 2024 - DUE 31 October 2024 R50,00   Add to cart
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  3. University Of South Africa (Unisa)
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  5. Services Marketing (MNM3713)

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MNM3713 Assignment 4 PORTFOLIO (COMPLETE ANSWERS) Semester 2 2024 - DUE 31 October 2024
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Exam study book Services Marketing of Christopher H. Lovelock, Jochen Wirtz - ISBN: 9780136118749, Edition: 1, Year of publication: - (error)

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  • October 30, 2024
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  • 2024/2025
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MNM3713
Portfolio Semester 2 2024
Detailed Solutions, References & Explanations

Unique number:

Due Date: 31 October 2024

INTRODUCTION

First National Bank (FNB), a renowned South African financial service provider, operates
across the country with branches offering diverse banking services. The bank provides
services such as cash deposits, withdrawals, personal and business account management,
and financial advisory services. The objective of this portfolio is to critically analyze FNB’s
service environment based on customer interaction, employee behavior, and space design.
Observing the layout, waiting strategies, and social dynamics within an FNB branch, as well as
assessing its service promises and recovery efforts on platforms like HelloPeter, gives insight
into the bank's alignment between service delivery and external communication. This portfolio
also evaluates FNB's effectiveness in addressing customer wait times and managing service
failures, aiming to provide a holistic view of the customer experience at FNB.




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