Service Marketing: A Case Study on David Jones' Service Blueprint and Quality

Service Marketing

Introduction
• Service marketing enables the organizations to have a good
understanding about the customers
• It helps the organizations to have good relationship with customers.
Objective:
Discuss the service blue print of David Jones.
Discusses the front stage and back stage operations of the company and
analyzes the concept of service quality.
Expected Outcome:
The report would help the management of David Jones to develop the
strategy of service marketing for its customers.

Organizational Background
• David Jones opened their first store in 1838 in Sydeny.
• Today they have close to 35 stores in the country
• Industry: Fashion, beauty, home care.
• The organization is one of the oldest stores of Australia but also one of the
most trusted one among their customers.
• This report focuses on the service quality provided with them in Food &
Beverage industry known as FoodHall.

Service Organization Blueprinting –
Process
David Jones Services