Individual Assignment

1. Pick the popular service provider, from the table below, that you are assigned to. You need to
do the following tasks for the assigned service provider, considering the services marketing
perspectives of the respective chapters. For each of the following tasks, you need to discuss both
the perspectives of normal time before Covid-19 attacked, and of the current pandemic scenarios.
a) How does the service provider maintain customer relationships at different levels?
b) What are the most common service failure scenarios and how does the service provider fix
those failures? Discuss instances of service recovery paradox for the service provider.
c) Draw the service blueprint.
d) Discuss the possible hard and soft customer-defined standards for the service provider.
Comment on its servicescpae and suggest how that could be improved.

Notes:
i) You need to cite proper references of any claim. Follow any of the popular referencing styles.
ii) You can include images but mind the formatting and relevance.
iii) You need to use appropriate titles and subtitles to aid comprehension of each element of the
question. Each sub issue should be titled separately in your answer.
iv) All the elements of the above questions must be answered in a twofold manner: for normal
time and for contemporary pandemic scenarios.
v) The minimum word limit is 5000-8000, excluding introduction to the service provider, tables
and references.
vi) Start with an introduction to the service provider you are assigned to work on.
vii) Students can swap the assigned topics among themselves, but no two students should work
on the same topic. Students must update me well before submission, if they availed any swap
opportunity.

Student Name Service provider

Marvin Malthus Gomes Chaldal.com
Asif Sadat Swapno
Shadman Rahman Meenaclick
K.M. Ragibul Haque Agora
Mahbuba Parvin SCB, Bangladesh
Rifat Ara Karim DBBL
Md. Shakib Chowdhury Sonali Bank
Riazul Islam UberEats
Mohamed Sajjad Hossen Pathao food
Sonum Sultana Bristy 999 helpline
Joyti Suprova 333 helpline
Talukdar Md. Raju GP
Shahira Binty Islam Robi
Banazir Ahmed Airtel
Saddam Hossain Sindabad.com
Jannat Tarannum Barsha Premium Sweets
Tahsin Rahman Unimart
 Sk. Md. Azmain Jarif Chefs Table
Sk. Md. Azfar Jahin Post Office
Mushfika Khan Adhara Bangladesh Biman
Moontasir Mahdi Farabi Bangladesh Railway
Tahsin Ibne Sharif Diagnostic Centre
Ziaul Hoque Prince Square Hospital
Khurshid Alam Apollo (Evercare)
Hospital
Muqtasid Mohammad Lazz Pharma
Shihab

There will be no 2nd midterm examination and no special midterm examination for
those who missed any examination. The individual assignment is all that will be
considered. So, try to use your knowledge you are supposed to develop from the
chapters related to the assignment. To comply with current NSU guidelines, term
paper submission will be considered redundant. However, my sincere appreciation
for those who have worked on your assigned topics. I reckon you understand that I
need to follow the NSU guidelines religiously.

Evaluations before pandemic closure including midterm, quiz,

assignment and class activities: 60%
Final equivalent assignment: 40%
Word limits: 5000 for those who attended 1 st midterm,
8000 for those who missed attending 1st midterm,
introduction to the service provider, references and tables are
excluded in this word limit.

NSU Decisions

There will be NO final examination, rather we will take a bit bigger assignment (individual, NOT
group) from the students based on the agreed syllabus. Also, note that we will  NOT take any viva on the
submitted report. That means only one assignment and students will submit the soft copies of the report.

Student to submit assignment by:                      04/06/2020

Faculty to submit final grades online:                14/06/2020
Advising for summer-2020 to start:                  17/06/2020
Class Starts in Summer 2020:                         01/07/2020

How to prepare final grading of the students: 

We will consider three components: marks of the exams that were conducted before the lock-down +
marks of the final assignment (as mentioned above) + performance of the student in the last semester
along with his/her current CGPA. This third component will be used only if we find that a student has done
too bad. In that case, we will look to his/her last semester's GPA and may offer him/her a bit of benefits.