Based on your own experience or research conducted on the South University online library identify a service firm which has experienced service issues. In this project, you will assume the role of the marketing manager responsible for the service who has been hired to improve service quality and reposition the service in the marketplace.
Complete the following activities:
- Describe the firm and service you selected. What service issues does the firm need to address based on your initial research?
- Analyze the unique characteristics of services as it applies to your firm. How will you overcome these challenges?
- You have learned that services often present opportunities for unethical behavior. What types of ethical issues may arise with your service and how will you facilitate positive ethical behavior? What are some consequences that may arise if unethical behavior persists?
- Outline the pricing strategy for your selected service. What changes will you make to the pricing strategy and why?
- Analyze the service firm's communications strategy and answer the following:
- Who is the target market for the service?
- What are the top two core attributes your service company provides?
- Who are the top three competitors in your service category? Name and describe your competitors.
- What are the consumers' perceptions of your service's core attributes vs. the competition? Prepare a position map of your service.
- What communications tools does the firm employ? What changes would you make to their communications strategy and why?
- Outline the importance of the front-line employees for your service firm. What role do they play in delivering the service to the customer? What level of empowerment should be given to the service employees for this firm? Describe the changes you will make to the recruitment and training processes for your selected firm.