This minor project asks you to demonstrate your understanding of the service-profit chain as applied to a specific company. Marshall introduces this in chapter 9 by claiming the New Dominant Logic in marketing implies a shift from physical goods to intangible services. This project asks you to write up a case study that documents how a company, in addition to its products, uses its services as a core offering.

To start, identify a company, other than Netfix, that offers both products and services, examine the company profiles report and then visit the company website.

Company chosen is EPIC Systems Corporations, which is located in Verona, WI.

Determine what percentage of sales and profits come from product sales versus service sales. Then write up a generic marketing report that contains three sections: •Background: How has the growth of services as core offerings shifted over time in this company? •Value Chain: What is the value offering of this company, along with its continuum of product and service offerings? •Service Quality: How is the company’s Service-Profit Chain used to create customer satisfaction and loyalty?