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24706 Strategic Services Marketing | Autumn 2023
A1 Overview | Case Study Report | Individual Task
Due date: 06 April 23 | Weight: 30%.
Assignment 1: Case study analysis - Rocks & Pebbles
Objective:
To apply services marketing theory to a particular (real life) case study.
Description:
Important characteristics of a marketer/ services manager are the ability to
identify, analyse evaluate and solve complex problems. To simulate this real-world
environment, students are to apply services marketing theory to analyse and solve a
particular case study.
Requirements:
You are required to download and keep a copy of the case study. You must
read the case study thoroughly and come prepared to the workshops.
Please attend the
workshops and participate in the discussions as it will help you to better understand the case
and develop your arguments. Keep in mind that although we will work on the case during
workshops on weeks 3 -5, you should elaborate and mature your own responses.
Rock & Pebbles Context:
In the case study, Vandana Sinha is the owner of a dog park named
Rocks & Pebbles (R&P), in the city of Gurgaon (Northern India). After a difficult time during
COVID, Sinha is facing some dilemas about how to grow the park and scale up the business.
Your approach to this case should be as if you have been hired as a strategic consultant and,
as such, you must advise Sinha on the best strategy moving
forward. You are required to
answer the following two questions in order to make a good, strategic recommendation.
Questions for Case Report
Question 1
Focusing on the Services Marketing theory covered in the course
so far, identify:
Q1a.
the two most important factors contributing to R&P success.
Q1b. the two most critical weaknesses, or potential problems, R&P is facing.
Explain how these factors impact the future of R&P business (15 pts).
TIPs:
Precisely define and discuss what is unique and positive about the current offering and why it
has been a source of competitive advantage before you can determine the factors that create
it.
Precisely define and discuss 2 current problems or potential problems and how they
negatively impact the future of business.
These factors must be directly related to the course content delivered from weeks 1 to 6. For
example (but not limited to): service gaps, service standards, service delivery, service design,
servicescape elements, service failure and recovery, etc. Consider that it is probably the
interrelations between these factors that play the most important role in producing the
desired experience.
Rubric
:
Conceptual clarity (5 pts), Depth & relevance of analysis including application of
concepts (8 pts), Articulation and visual appeal (2 pts)
1
Updated on 27.03
24706 Strategic Services Marketing | Autumn 2023
A1 Overview | Case Study Report | Individual Task
Due date: 06 April 23 | Weight: 30%.
Question 2
Based on the problems identified on Q1, provide at least 2 recommendations for Sinha to
grow her business moving forward. Justify your solutions and
provide an operational plan to
implement them (15 pts).
TIPS:
Recommendations must address the issues/ potential problems identified.
Again, the use and application of Services Marketing
theory is a MUST. Focus on content
delivered on weeks 1- 6.
Rubric:
Depth & relevance of analysis including application of concepts (5 pts), Relevance &
feasibility of recommendations including proper justifications (8 pts), Articulation and visual
appeal (2 pts).
Note
Focus on Services Marketing:
Sinha is NOT interested in changing brand positioning, or
social media strategy, or creating any new offering that’s not mentioned in the case study.
Research:
For this assessment, there is absolutely no need for
data
research – all
information (data) you need should come from the case study
.
However, services marketing
literature
research will be beneficial once literature
must
be employed for analysis and
justification of recommendations. We recommend you focus on the content delivered on
weeks 1 to 6.
Written Report
Max of 1000 words
per question
(excluding references & appendices).
o
Clarifying: Q1= 1000 words and Q2 = 1000 words
Times New Roman font.
12point font for paragraphs.
Either 1.5 or double line spacing.
2
Updated on 27.03
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Related Questions
None
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Part 4 Independent Challenge 2
1. Get ready
Help Sage Realty Services find a solution to a problem. Complete the following
steps.
Figure 4-17 (duplicated below) shows the ideas for how to try the solution of improving customer
service and increasing referrals for six months.
FIGURE 4-17
Survey customers
Sponsor event for home buyers
Send links or DVDs of virtual tours
Update contact management
software
Do in three stages: March 1-15,
May 1-15, and September 1-15
Organize follow-up social events
with recent customers
2. Now you try
In the following space, identify the objectives and tasks for putting the solution into practice, based
on the details shown in Figure 4-17.
In the following table, organize the tasks into an action plan based on the following table:
Sage Realty needs to improve
customer service
Better customer service will
increase referrals (and sales),
xxx
Overall budget is $800
Survey customers ($75 for
online survey, plus $125 for
phone calls) Barbara Norman
can do…
arrow_forward
Quantitative Methods II - Question 1B. Please answer 1, ii, iii. Thank you
arrow_forward
Topic: Letter Recommendations
Based on the article “Why Are Recommendations Important to Your College Application” by Rebecca Safier
Summarize the article, what was it about?
Based on the author’s assessment, what is the importance of a letter of recommendation? What were your key takeaways?
How will you apply what you learned to the Letter of Recommendation process moving forward?
arrow_forward
Question 1
Strategy is an action that managers take to attain one or more of the organization’s goals. Strategy can also be defined as a general direction set for the company and its various components to achieve a desired state in the future. Strategy results from the detailed strategic planning process. A strategy is all about integrating organizational activities and utilizing and allocating the scarce resources within the organizational environment so as to meet the present objectives.
Discuss the requirements to do a strategy from external and internal analyses perspectives in the case of ONE (1) logistics company after the end of COVID-19 pandemic.
arrow_forward
Required:
Create a Competitive Analysis for Hersheys Company
Noted: details in the photo attached
arrow_forward
Question 1 has to do with something NOT being one of the managerial considerations in
determining how to compete successfully.
2. A company's strategy concerns (what does it consist of?).
3. The action plan is implemented by management (for what purpose?).
4. The competitive moves and business approaches a company's management is using to grow the
business, stake out a market position, attract and please customers, compete successfully,
conduct operations, and achieve organizational objectives. It is known as what?
5. The objectives of a well-crafted strategy require management to (do what?).
6. To improve performance, there are many different avenues for outcompeting rivals such as: (know
how to compete against rivals).
7. A company's strategy defined as?
8. Every strategy needs what?
9. Question 9 asks which (from a list), is NOT something a company's strategy is concerned with (So,
know what it does pertain to).
10. What is NOT a primary focus of a company's strategy?
11. When does…
arrow_forward
Topic 3: The Environment and corporate culture)
Q3. Describe the four types / categories of cultural values that are important for the organization, managers consider the external environment, as well as the company’s strategy and goals.
arrow_forward
Question 4 (1 point)
As buyers are increasingly facing information overload, salespeople should ensure information is streamlined and
personalized.
OTrue
OFalse
Question 5 (1 point)
Blogs, white papers, webinars, and presentations should be proyided to targeted customers.
OTrue
OFalse
Question 6 (1 point)
dal fne avaluating solution alternatives uses weighted averages.
arrow_forward
Business Name: CV Water Refill
Location: 3rd Street Chula Vista, CA 91911
Section 1: Market Products and Services
a. Business Industry Overview:
b. Customer Segment(s)/ Details of Your Target Market:
c. Competition-Direct & Indirect:
d. Market Share/SWOT Analysis (3 bullets for each section)
arrow_forward
The company ‘’Allo’’ is a Smartphone manufacturer. Explain how ‘’Allo’’ can use its internal databases and marketing intelligence to get important and useful insights about customers and the market.
arrow_forward
15. A manager of a store wants it to be the sales leader in the region. In order to achieve this goal, the
manager must analyze data to determine whether objectives have been met, efficiencies achieved,
and goals obtained.
Which tool should this manager use for this assessment?
A:Key performance indicators (KPIs)
B:Revenue growth rate (RGR)
C:Customer lifetime value (CLV)
D:Customer acquisition cost (CAC)
arrow_forward
8.
Which of the following provides direction to the company by answering the question about what business a company is in?
Question 8 options:
Code of ethics
Environmental analysis
Competitive analysis
Mission statement
arrow_forward
Read each statement below and identify the correct term or concept.Q.1.1A process that determines the mission and goals of the business, including the ways in which the goals are to be reached in the long term, and the resources needed for this task.
arrow_forward
The senior management team at ABC Corp. are assessing where a recent project went wrong. There were issues at all areas of management but the item that most strongly suggests that there may have been planning failures is ________.
Question 14 options:
A)
the controlling issues the project experienced were commonly experienced by other project leaders in this industry
B)
suppliers of components for the project had to produce at maximum capacity which turned out to be impossible
C)
even if planning had been effective, the project would have failed due to management style
D)
there was a failure to monitor production output
E)
two employees who were assigned to the project couldn't stand each other
arrow_forward
write elaborately 8 main discussion "Reasearch methodology" course?
arrow_forward
Part 4 Independent Challenge 2
1. Get ready
Help Sage Realty Services find a solution to a problem. Complete the following
steps.
Figure 4-17 (duplicated below) shows the ideas for how to try the solution of improving customer
service and increasing referrals for six months.
FIGURE 4-17.
Survey customers
"
Send links or DVDs of virtual tours
Do in three stages: March 1-15,
May 1-15, and September 1-15
Sponsor event for home buyer's
Update contact management
software
Organize follow-up social events
recent customers
2. Now you try it
In the following space, identify the objectives and tasks for putting the solution into practice, based
on the details shown in Figure 4-17.
In the following table, organize the tasks into an action plan based on the following table:
Sage Realty needs to improve
customer service
Better customer service will
increase referrals (and sales)
Overall budget is $800
Survey customers ($75 for
online survey, plus $125 for
phone calls) Barbara Norman
can do online…
arrow_forward
4
arrow_forward
SEE MORE QUESTIONS
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- Nonearrow_forwardPart 4 Independent Challenge 2 1. Get ready Help Sage Realty Services find a solution to a problem. Complete the following steps. Figure 4-17 (duplicated below) shows the ideas for how to try the solution of improving customer service and increasing referrals for six months. FIGURE 4-17 Survey customers Sponsor event for home buyers Send links or DVDs of virtual tours Update contact management software Do in three stages: March 1-15, May 1-15, and September 1-15 Organize follow-up social events with recent customers 2. Now you try In the following space, identify the objectives and tasks for putting the solution into practice, based on the details shown in Figure 4-17. In the following table, organize the tasks into an action plan based on the following table: Sage Realty needs to improve customer service Better customer service will increase referrals (and sales), xxx Overall budget is $800 Survey customers ($75 for online survey, plus $125 for phone calls) Barbara Norman can do…arrow_forwardQuantitative Methods II - Question 1B. Please answer 1, ii, iii. Thank youarrow_forward
- Topic: Letter Recommendations Based on the article “Why Are Recommendations Important to Your College Application” by Rebecca Safier Summarize the article, what was it about? Based on the author’s assessment, what is the importance of a letter of recommendation? What were your key takeaways? How will you apply what you learned to the Letter of Recommendation process moving forward?arrow_forwardQuestion 1 Strategy is an action that managers take to attain one or more of the organization’s goals. Strategy can also be defined as a general direction set for the company and its various components to achieve a desired state in the future. Strategy results from the detailed strategic planning process. A strategy is all about integrating organizational activities and utilizing and allocating the scarce resources within the organizational environment so as to meet the present objectives. Discuss the requirements to do a strategy from external and internal analyses perspectives in the case of ONE (1) logistics company after the end of COVID-19 pandemic.arrow_forwardRequired: Create a Competitive Analysis for Hersheys Company Noted: details in the photo attachedarrow_forward
- Question 1 has to do with something NOT being one of the managerial considerations in determining how to compete successfully. 2. A company's strategy concerns (what does it consist of?). 3. The action plan is implemented by management (for what purpose?). 4. The competitive moves and business approaches a company's management is using to grow the business, stake out a market position, attract and please customers, compete successfully, conduct operations, and achieve organizational objectives. It is known as what? 5. The objectives of a well-crafted strategy require management to (do what?). 6. To improve performance, there are many different avenues for outcompeting rivals such as: (know how to compete against rivals). 7. A company's strategy defined as? 8. Every strategy needs what? 9. Question 9 asks which (from a list), is NOT something a company's strategy is concerned with (So, know what it does pertain to). 10. What is NOT a primary focus of a company's strategy? 11. When does…arrow_forwardTopic 3: The Environment and corporate culture) Q3. Describe the four types / categories of cultural values that are important for the organization, managers consider the external environment, as well as the company’s strategy and goals.arrow_forwardQuestion 4 (1 point) As buyers are increasingly facing information overload, salespeople should ensure information is streamlined and personalized. OTrue OFalse Question 5 (1 point) Blogs, white papers, webinars, and presentations should be proyided to targeted customers. OTrue OFalse Question 6 (1 point) dal fne avaluating solution alternatives uses weighted averages.arrow_forward
- Business Name: CV Water Refill Location: 3rd Street Chula Vista, CA 91911 Section 1: Market Products and Services a. Business Industry Overview: b. Customer Segment(s)/ Details of Your Target Market: c. Competition-Direct & Indirect: d. Market Share/SWOT Analysis (3 bullets for each section)arrow_forwardThe company ‘’Allo’’ is a Smartphone manufacturer. Explain how ‘’Allo’’ can use its internal databases and marketing intelligence to get important and useful insights about customers and the market.arrow_forward15. A manager of a store wants it to be the sales leader in the region. In order to achieve this goal, the manager must analyze data to determine whether objectives have been met, efficiencies achieved, and goals obtained. Which tool should this manager use for this assessment? A:Key performance indicators (KPIs) B:Revenue growth rate (RGR) C:Customer lifetime value (CLV) D:Customer acquisition cost (CAC)arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
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Recommended textbooks for you
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