this is assignment 2 and its based on assignment 1 and, the assignment plan, that i will attach. and I attached assignment 2 instructions on files. Grading criteriaMarking Scheme for Assignment 2 1. INTRODUCTION(a) Role of servicescape in the delivery of services and Provider Gap 2.(b) Evaluation of service design, delivery, standards and the use of physical evidence I creating the servicescape.Maximum score52. SERVICE BLUEPRINT(a) Service Blueprint . Document the flow of service experiences following the 6 steps . Blueprint the primary service. [12 Marks](b) Analyze service design and delivery process . Benefits and use of service blueprinting. [8 Marks](c) Clearly designed services in service blueprint without oversimplification, incompleteness, subjectivity, or bias. [8 Marks](d) 3 improvements . New Blueprint including all changes.⦠Original & redrafted blueprints attached in Appendix. [12 Marks]Maximum score403. COMPANY- and CUSTOMER-DEFINED STANDARDS(a) Service standards Company-defined separated from customer-defined standards; hard and soft standards . One additional hard and soft measure each. [7 Marks](b) Standards creation process analysis . Effectiveness of (1) determining service standards, (2) creating service quality goals, (3) tracking goals, and (4) providing feedback to employees . Suggest improvements. [7 Marks](c) Service quality goals examples . Effective in delivering customersâ expected quality level? [3 Marks](d) Standards increasing or decreasing Provider Gap 2? Support your position. [3 Marks]Maximum score204. PHYSICAL EVIDENCE and the SERVICESCAPE(a) Physical evidence in creating servicescape. Samples e.g. print pieces, Internet pages, or photos .
Congruency of the physical evidence and the service standards. [5 Marks](b) Firmâs servicescape . Dimensions of ambient conditions, spatial layout and functionality, and signs, symbols and artifacts, (Figure 10.1 in text) . Overall perceived serviscape. [ 8 Marks](c) Impact of physical evidence and servicescape on customers . 3 recommended changes [4 Marks](d) Contribution of servicescape to Provider Gap 2? [3 Marks]Maximum score205. CONCLUSION(a) Conclusions on standards, service delivery and use of physical evidence in creating an effective or ineffective servicescape.(b) Conclusions on Provider Gap 2 and narrowing the gap.Maximum score5Appendix: Service Blueprint Original service blueprint⢠Re-drafted blueprintMaximum score0PRESENTATION ⢠2000-2500 words ⢠All sources, including websites, are cited in correct APA format ⢠All material presented is organized and clear . ⢠Uses reflective, logical, and rational thinking to gather, combine, process, interpret, and analyze the information and develop reasonable conclusions . ⢠Uses appropriate marketing terms and concepts . ⢠Demonstrates knowledge, skills, and perspectives on the topic . ⢠Demonstrates connections between your learning and actual business practices and processes . ⢠Paragraphs are unified, developed, and coherent, with transitions between ideas . ⢠Sentences are grammatically correct; words are chosen for accuracy and impact . ⢠Writing follows the conventions of spelling and mechanics (punctuation, etc.) . ⢠Documentation follows APA style accurately and consistently . ⢠Assignment is submitted in PDF and uses 12âpoint font.Maximum score10