Utilising the case analysis report from assessment 1, the student will undertake to provide a report critiquing the service provider and completing a ‘gap analysis’. Using this gap analysis the student will make recommendations utilising the following theories1. Utilisation of technology to improve service delivery and the consumer experience 2. Discuss capacity demand issues and how this may be addressed to optimise sales and revenue. Ensure that you consider peak and off peak times 3. Identify the current standard of service and how it could be improved and developed, utilising ‘Zone of tolerance’ and ‘Servqual’ 4. Utilisation of and potential for loyalty and customer retention programs that increase consumer satisfaction 5. Recommend a range of integrated marketing communication activities to increase consumer participation or attendance.
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