MNM3713 PORTFOLIO 2024

MNM3713 October November PORTFOLIO Semester 2 2024 - DUE 31 October 2024 ;100 % TRUSTED workings, Expert Solved, Explanations and Solutions. For assistance call or W.h.a.t.s.a.p.p us on ...(.+.2.5.4.7.7.9.5.4.0.1.3.2)........... QUESTION 1 1. Individual behaviours Describe how the physical layout of the environment influences customer movements and behaviors. Support your answer with a screenshot or image of the environment. (3) 2. Social Interactions How does the design of the space promote or inhibit social interactions between customers and service employees, or among customers? Support your answer with a screenshot or image of the environment. (3) 3. Environment and cognition What cognitive reactions do customers and employees display in response to the environment? Support your answer with a screenshot or image of the environment. (3) 4. Environment and emotion Observe and describe the emotional responses customers exhibit. For instance, are they calm, frustrated, or happy? Support your answer with a screenshot or image of the environment. (3) 4. Environment and physiology Are there any visible physiological reactions to the environment? Support your answer with a screenshot or image of the environment (3) 10 QUESTION 2 After completing the initial part of the assessment, observe the same service provider and assess how well they manage the alignment between their service delivery and external communication. Use the following four factors to analyse any incongruities: 1. Inadequate Management of Service Promises Identify any promotional material used by the service provider and describe whether the service provider delivers on their promises as advertised. Do you see any gaps between what is promised. Provide an example, supported by a screenshot or image of the communication material (2) 2. Inadequate Management of Customer Expectations Based on your observations of the service provider identify whether there is a misalignment between what customers expect (based on external communications or prior experience) and what they actually receive. Support your answer with an image or screenshot of communication that sets these expectations. (2) 3. Insufficient Customer Education Assess whether the service provider sufficiently educates customers about how to use or engage with their service. For example, are there clear instructions on how to use self-service facilities, or are customers left confused? Provide a concrete example of insufficient customer education, supported by an image or screenshot. If the service provider excels in this area, describe how they ensure customers are well-informed. (2) 4. Inadequate Internal Communication Observe how well the service employees seem to be informed about the service promises and the communication strategies of the business. Are there any signs of confusion among employees regarding what they should deliver, or do they seem aligned with external communications? Provide an example, supported by a screenshot or image of how internal communication (or the lack of it) affects service delivery. (2) QUESTION 3 After completing the previous section, assess the waiting strategies used by the same service provider during peak times or when the service is in high demand. Observe how the service provider manages customer wait times or reservations and evaluate the effectiveness of their approach using the following strategies: 1. Differentiating Waiting Customers Observe and describe whether the service provider uses any methods to differentiate waiting customers. Provide an example, that explains how customers are differentiated in the waiting process. (2) 2. Establishing a Reservation Process Evaluate whether the service provider uses a reservation system and how well does this system help manage customer flow and reduce wait times? Provide a an example that indicates that a reservation process is in place. (2) 3. Making Waiting Tolerable Observe how the service provider makes the waiting experience more tolerable for customers. Provide an example, supported by a screenshot or image, showing how the service provider attempts to improve the waiting experience. (2) 12 QUESTION 4 Visit HelloP or any other platform where customers have lodged complaints about your chosen service provider. Evaluate how the service provider uses the following dimensions of service recovery to address service failures and maintain customer satisfaction: 1. Time Observe or research how quickly the service provider responds to service failures. Does the provider prioritise speed in their recovery efforts? How does the time taken to address issues affect the overall recovery process? Provide a specific example or case, supported by a screenshot that illustrates the service provider’s response time. (2) 2. Apology Assess whether the service provider issues an apology when service failures occur. How sincere and appropriate is the apology in mitigating the situation and restoring customer satisfaction? Provide an example, supported by a screenshot, that demonstrates how the apology was delivered. (2) 3. Empathy Evaluate whether the service provider shows empathy towards customers affected by service failures. How do they make customers feel understood and valued during the recovery process? Support your observations with an example or image that shows clear evidence of empathy from the service provider. (2) 4. Explanation Determine whether the service provider offers a clear and appropriate explanation after a service failure. Does the service provider explain why the issue occurred and how it will be addressed moving forward? Provide an example, supported by a screenshot, that shows how explanations are used to provide clarity and transparency to customers. (2) 5. Tangibles Assess whether the service provider uses tangible offerings (e.g., discounts, compensation, or replacements) to recover from service failures. How effective are these tangible recovery efforts in restoring customer satisfaction? Provide an example, supported by an image or screenshot, that illustrates how tangibles are used in service recovery. (2)