Name: Parth Falot

Enrolment Number: AU1910655

Q1. What are the typical design elements of a service blueprint?

Ans:
A) The customer journey map: This is a visual representation of the customer's experience
with the service, from their initial contact with the service through to post-service follow-up.
B) The service delivery process map: This is a flowchart that details the behind-the-scenes
steps involved in delivering the service.
C) The service touchpoints map: This is a diagram that identifies and documents all of the
interactions between the customer and the service.
D) The service ecosystem map: This is a visual representation of all of the stakeholders
involved in delivering the service, from suppliers to front-line staff.

Q2. Why does the customer’s role as a co-creator need to be designed into service
processes?
Ans: The customer’s role as a co-creator needs to be designed into service processes because
it allows the customer to be more involved in the creation of the service, which can lead to a
better overall experience. When customers are involved in the design process, they can
provide valuable input that can help improve the quality of the service. Additionally,
customers who feel like they are playing an active role in the creation of service are more
likely to be satisfied with the result. Finally, designing service processes with the customer in
mind can help to build trust between the customer and the company. All of these factors can
lead to increased satisfaction and loyalty from customers.
Q3. Explain what factors make customers like and dislike self-service technologies
(SSTs).

Ans: For many companies, the concept of the self-provider era looks like a win-win
proposition. Kiosks, websites, cell apps, and different self-provider technology now allow
provider companies to streamline transaction processes, lessen overhead, and probably boom
sales — all even as giving the consumer extra manipulate over the provider process. In
reality, however, there are various examples of self-provider technology which have now no
longer introduced predicted enterprise benefits. For example, the Albertsons LLC grocery
save chain, primarily based totally in Boise, Idaho, determined to cast off self-checkout
kiosks from its shops so that you can beautify clients’ usual purchasing enjoy. Are clients
shying far from self-provider? No. In fact, clients regularly pick self-provider to employee-
led alternatives. For instance, apartment automobile manufacturers together with Alamo and
Enterprise document that self-provider kiosks can lessen check-in instances via way of means
of the half, main to extra consumer pride with the apartment process. Consumers aren't going
for walks far from self-provider alternatives — simply poorly applied ones. Poorly applied
self-provider technology brings about annoyed clients or clients who forget about them, in
addition to unrealized sales and fee financial savings for companies. This increases the
question: Do managers in reality apprehend what clients need in a self-provider offering?
From a manager’s perspective, a brand new self-provider medium can create exhilaration and
supply tech-savvy clients extra alternatives in a favored enjoy. But managers won't have a
very good draw close of what clients require in a self-provider era. To look at whether or not
variations exist among managers’ perceptions of what clients need in a self-provider enjoy
and what clients clearly need, we surveyed organizations approximately what they notion
clients desired in a self-provider enjoy: eating place managers who lately applied a self-
provider ordering era that shall we customers location their very own meals orders, and
clients who used that era. The survey gadgets for each organization measured ideas together
with era anxiety, want for human interaction, convenience, the pace of transaction, perceived
accuracy, pride, and consider perceptions.

Q5. How can marketing mix elements be used to reshape demand patterns?
Ans:
Pricing Strategies: Charging customers extra money to utilize the service during peak
periods is one of the most direct ways to reduce excess demand during those times.
Product variations: When businesses understand that no amount of price reductions would
help them establish a business outside of peak season, they must design a new service
offering targeted at different segments to stimulate demand.
Modifying the timing and location of delivery: Rather than attempting to change demand
for a service that is always provided at the same time and in the same location, some
businesses respond to market demands by altering delivery times and locations.

Q6. How can firms identify the factors that affect demand for their services?
Ans: There are a variety of ways that firms can identify the factors that affect demand for
their services. One way is to use market research. This can involve surveying customers or
potential customers to ask them what factors would influence their decision to use a particular
service. Another way to identify demand factors is to look at industry trends. This might
involve looking at data on how similar firms have performed in the past, or analyzing
changes in the overall economy that might impact demand for the firm's services.
Additionally, many firms also use customer feedback and complaint data to help identify
areas where demand may be slipping. By taking all of these factors into account, firms can
develop strategies for increasing or maintaining demand for their services.