Role of Servicescape and Provider Gap 2 in United Health Group Inc Essay
this is assignment 2 and its based on assignment 1 and, the assignment plan, that i will attach. and I attached assignment 2 instructions on files.
Marking Scheme for Assignment 2
(a) Role of servicescape in the delivery of services and Provider Gap 2.
(b) Evaluation of service design, delivery, standards and the use of physical evidence I creating the servicescape.
2. SERVICE BLUEPRINT
(a) Service Blueprint. … Document the flow of service experiences following the 6 steps. … Blueprint the primary service. [12 Marks]
(b) Analyze service design and delivery process. … Benefits and use of service blueprinting. [8 Marks]
(c) Clearly designed services in service blueprint without oversimplification, incompleteness, subjectivity, or bias. [8 Marks]
(d) 3 improvements. … New Blueprint including all changes. â€¦ Original & redrafted blueprints attached in Appendix. [12 Marks]
3. COMPANY- and CUSTOMER-DEFINED STANDARDS
(a) Service standards … Company-defined separated from customer-defined standards; hard and soft standards. … One additional hard and soft measure each. [7 Marks]
(b) Standards creation process analysis. … Effectiveness of (1) determining service standards, (2) creating service quality goals, (3) tracking goals, and (4) providing feedback to employees. … Suggest improvements. [7 Marks]
(c) Service quality goals examples. … Effective in delivering customersâ€™ expected quality level? [3 Marks]
(d) Standards increasing or decreasing Provider Gap 2? … Support your position. [3 Marks]
4. PHYSICAL EVIDENCE and the SERVICESCAPE
(a) Physical evidence in creating servicescape. Samples e.g. print pieces, Internet pages, or photos. … Congruency of the physical evidence and the service standards. [5 Marks]
(b) Firmâ€™s servicescape. … Dimensions of ambient conditions, spatial layout and functionality, and signs, symbols and artifacts, (Figure 10.1 in text). … Overall perceived serviscape. [ 8 Marks]
(c) Impact of physical evidence and servicescape on customers. … 3 recommended changes [4 Marks]
(d) Contribution of servicescape to Provider Gap 2? [3 Marks]
(a) Conclusions on standards, service delivery and use of physical evidence in creating an effective or ineffective servicescape.
(b) Conclusions on Provider Gap 2 and narrowing the gap.
Appendix: Service Blueprint
Original service blueprint â€¢ Re-drafted blueprint
… â€¢ 2000-2500 words
… â€¢ All sources, including websites, are cited in correct APA format
… â€¢ All material presented is organized and clear.
… â€¢ Uses reflective, logical, and rational thinking to gather, combine, process, interpret, and analyze the information and develop reasonable conclusions.
… â€¢ Uses appropriate marketing terms and concepts.
… â€¢ Demonstrates knowledge, skills, and perspectives on the topic.
… â€¢ Demonstrates connections between your learning and actual business practices and processes.
… â€¢ Paragraphs are unified, developed, and coherent, with transitions between ideas.
… â€¢ Sentences are grammatically correct; words are chosen for accuracy and impact.
… â€¢ Writing follows the conventions of spelling and mechanics (punctuation, etc.).
… â€¢ Documentation follows APA style accurately and consistently.
… â€¢ Assignment is submitted in PDF and uses 12â€point font.
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