Services Marketing

The assignment must be typed and professionally presented. It should be in essay format.

Your written report should not be more than 2500 words.

One of the characteristics of service products is that customers "experience" delivery of many products, for example, in a hairdresser, not only you get a haircut, but also the process is made (or should be made a pleasant experience. This assignment is about an example of one of your experiences as a customer purchasing / taking delivery of a service. The service experience for this assignment is taking the flight from KL International Airport to a destination of your choice. 1. You are to describe the purchase and delivery of the product in detail (meaning detailing every action, interaction and the entity involved). You should use the Model of Product offering quadrant for this description. You should describe chronological order or any other way you thing will enable a reader to fully comprehend the full event. In each case relate each even to the relevant quadrant / element in the model. Model of Product Offering Quadrant Analysis of Product Services from Customer's Perspective: Taking a Flight Example: Customer Perspective (Quadrant 1) 2. Describe and analyse your feelings and emotions both during and after the purchase and delivery of the product (post purchase evaluation). [Point to note: to discuss the "experiential" element in the process from the customers' viewpoint.] The feelings and emotions should be analysed in personal terms and in the terms of marketing implications