Impact of covid 19 on businesses

Impact of covid 19 on businesses

Select ONE organisa(on and venue from the sector list below:
Banks
Beauty Salons or Nail Bars
Cinemas
DenHsts
Gyms/ Sports Centres/ Swimming Pools
Hairdressers
Hospitals or a Doctor’s Surgery
Museums
Restaurants
Theatres
*Please note the following services MUST NOT BE USED:
Airports or Aircra,
Coffee shops e.g. Starbucks
Theme Parks e.g. Universal Studios.
Assignment Questions
Using the various services markeHng and environmental
theories, as discussed in the module, analyse your company’s
service offerings and the impact of COVID-19 within the service
seUng.
SecHon A: requires you to define and explain your company’s
service operaHons.
Define and explain service that your company delivers –
what type of service is being delivered by the company?
(To help you define and explain your service you may wish
to consider the core service; 5 fundamentals; experience
economy; prosumpHon or co-creaHon of the service).

Assignment Questions
Sec(on B – using one of the following models illustrate
your service pre-COVID-19 (*You must only submit one
model):
I.The Servicescape model (Bitner 1992)
II.The Services Theatre Model (Grove and Fisk 1992)
III.The GAPS Model (Zeithaml et al 1998)
IV.Blueprint Model (Zeithaml et al2018: 238)
V.The Zone of Tolerance Model (Zeithaml et al 1993)
*this sec(on is not a wri;en sec(on and should be
a diagram only
Assignment Questions
Sec(on C: Impact of covid 19 on businesses
I.Using the same model as secHon B – idenHfy 4 key changes
that COVID-19 has had your service and clearly illustrate
these by amending your model (e.g. note the changes in red)
II.Discuss these changes and idenHfy the impact that these
changes have had on your service and the service experience
Sec(on D requires you to make 2 evidence-based
recommendaHons as to how your organisaHon may enhance the
service experience due to the impact of COVID-19.
Assignment Questions
In order to demonstrate evidence of wider reading
you are required to use at least 12 academic
peer-reviewed articles throughout the assignment
(sections A, C and D).
A full reference list must be submitted at the
end of your assignment (NOT as a separate
document). Reference must be in alphabetical
order and numbered.
Section A Impact of covid 19 on businesses
Sec(on A: requires you to define and explain your company’s service
opera(ons.
Define and explain service that your company delivers – what
type of service is being delivered by the company? (To help you
define and explain your service you may wish to consider the
core service; 5 fundamentals; experience economy; prosump(on
or co-crea(on of the service).
This sec(on is about explaining what your service is and what the
components of your service are. You want to offer a lot of detail that is
supported by theory.
•Don’t just describe the core service. What diagrams could be used?
What else aids the service? What other components of services theory
do you think that you could use to help explain what your service is
about.
•Sessions that will help with section A are: 1/ 2/3/4/5/6/7
Section B – Advice
• Do not write over the original diagrams
• Make your own version from scratch
• The diagram should fill one side of A4
• It should be incredibly detailed (for maximum marks)
• It is very possible to get 20/20 in this section

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