Provide a visual illustration of the service blueprint for the service firm that highlights where the critical incident/service failure occurred.

INTERNATIONAL BUSINESS, MARKETING, AND BRANDING INTEGRATED SERVICES MARKETING

You have been employed as a consultant for your chosen organisation with the following deliverables:
i. Conduct market research to identify a critical incident where a customer is extremely dissatisfied with the service firm, its staff, or the service provided.
The market research can employ qualitative methods , quantitative methods , or a mixed methods approach .
ii. Provide an in-depth analysis of the critical incident/service failure including but not limited to what went wrong, what actions were taken by the customer after the critical incident/service failure, and what actions were taken by the firm after the critical incident/service failure.
iii. Provide a visual illustration of the service blueprint for the service firm that highlights where the critical incident/service failure occurred.
iv. Provide recommendations on appropriate service recovery techniques and how customer satisfaction can be improved upon based on the findings of the research.
How marks are awarded:
1. An executive summary of the selected organisation including but not limited to information about the service provided, industry of operation, number of employees, major competitors, market share, and target customers .
2. Research goals, aims, and objectives highlighting the purpose of the report
3. Methodology that provides information on the following:
i. Methods used in conducting the research .
ii. Survey/interview protocol used
iii. Sample used for the data collection and their demographics iv. Data collection process .