This subject is Service Marketing. Pls help me explain the point and answers it.
*******(There are 8 point at here, but question just want to choose 5 point, then you can choose the point at the below "1, 2, 3, 4, 5, 6, 7, 8" insides.) And use this 5 point to explain the answer with using "LUSTER INDUSTRIES BERHAD" company.************************************
You can refer Reading List: Main Text: Lovelock, C., Wirtz, J., & Chew, P. (2018). Essentials of Services Marketing, 3rd ed. Singapore: Prentice Hall.
Company Name: This is the Question: Introduction - Specifically introduce the topic and the firm's service LUSTER INDUSTRIES BERHAD Customers have complaint about one of the selected firm's that was complaint delivered services. The selected firm decides to revamp the Company Profit: Conclusion Specifically conclude the Luster Industries Berhad (Luster) service delivery process to deal with the complaints. overall effects about the was founded in Malaysia on service blueprint upon the September 19, 1986 as a private As a service manager of the selected firm, uses FIVE (5) firm's service operations limited company. At the beginning, Luster was engaged in the design characteristics to develop a service blueprint to Example -Specifically suggest the manufacturing of plastic injection revamp the service delivery process. Justify the appropriate application for molding parts and components. It the service process under was subsequently listed on October| significance of each characteristic in the designed service the characteristic 1, 2002. Luster's main businesses are investment holding, manufacturing process. of precision plastic parts, real estate and construction development, and Justification -Specifically justify the gaming and leisure businesses. The application to deliver the core is to achieve seamless process in standard quality service the process of achieving excellence, so as to achieve excellent quality products, make their customers satisfied and further build a better society.J L Developing a blueprint Service blueprints show key customer actions, how customers and employees interact, the front stage actions by service employees, and how these are supported by backstage activities and system. Blueprints can help bring together marketing, operations, and human resources management within a rm. Typical service blueprints have the following design characteristics that help to see how a blueprint should be developed: 1. Frontstage activities map the overall customer experience, the desired inputs and outputs, and the sequence in which delivery of that output should take place. 2. Physical evidence of frontstage activities is what the customer can see and uses to assess service quality. 3. Line of visibility. A key characteristic of service blueprinting is that it clearly separates what customers experience front-stage from the activities of employees and support processes backstage. Between the two lies what is called the line of visibility. 4. Backstage activities must be performed to support a particular front-stage step. 5. Support processes and supplies. The information needed at each step in the blueprint is usually provided by information system. 6. Potential fail points. Fail points are where there is a risk of things going wrong and affecting service quality. 7. Identifying customer waits. These can either be designed out of the process, or if that is not always possible, rms can implement strategies to make waits less unpleasant for customers. 8. Service standards and targets should be establishing for each activity, reecting customer expectations. (There are 8 point at here, but question just want to choose 5 point, then you can choose the point at the above \"1, 2, 3, 4, 5, 6, 7, 8\" insides.) And use this 5 point to explain the answer with using \"LUSTER INDUSTRIES BERHAD" company
