I have to come up with a reflective essay on specific contemporary services and retail experiences/trends involving robotics and the ethical implications involved for employees and consumers.

It is important that i explain how the relevant services marketing theory and/or practice can be applied to the selected local service organisation.

For the chosen service organisation, I have to come up with a service blueprint for the retail organisation and reflect on their customer journey with the introduction (current or potential) of robotics. The blueprint will be developed through a discussion of their customer journey. The service blueprint is a flowchart that provides a service organisation with the means of managing and controlling individual parts of the service delivery system; identifying weak points and opportunities for improving or enhancing the efficiency and productivity of the system; and preventing service failures. I also have to include a key summary of key implications and recommendations developed based on the blueprint to be included in a section in the reflective essay.

The key components of a service blueprint are:

Customer actions - line of external interaction - Line of interaction

Frontstage/ Visible customer contact employee action - Line of visibility

Backstage/ Invisible contact employee action - Line of internal interaction

Support processes

Physical evidence

SAME QUESTION (little more detailed)

Choose a retailer has to have a major service component. A reflective journal is a personalised account of how their learning in this unit can be applied to any service and retail interactions they may encounter in the future, and outside the classroom.

The questions to reflect upon are:

1. Referencing what you've learned in this course and supporting academic literature, please outline the importance and trends in the implementation of robotics and intelligent service systems in retail services.

2. Reflect on the role of robotics and intelligent systems in retail services on how it impacts the customer journey and ethical implications for various stakeholders. You can use your service blueprint and supporting material to analyse the customer journey.

3. Based on the service blueprint, provide some key insights you derived and recommendations for the retail service company. The combined word limit for the Service Blueprint and Reflective Journal is two thousand five hundred words, excluding references. The reflective journal & service blueprint is a group assignment so students should plan and work together to ensure an equitable workload.