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Services Marketing Marketing Name of University Author Note Introduction

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Added on  2020-04-07

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SERVICES MARKETING SERVICES MARKETING 9 Services marketing Name of student Name of University Author note Introduction 3 Service process map 3 Analysis 4 Service quality and customer satisfaction theories 5 Recommendations and service recovery strategy 7 Conclusion 8 References 9 Introduction The report is prepared to focus on the different aspects of the services marketing concerning the business organisation Coles Supermarket in Australia. The service failure is one of the major causes leading to customer dissatisfaction and even due to the poor quality services and products delivered (Coles.com.au 2018). Service process

Services Marketing Marketing Name of University Author Note Introduction

   Added on 2020-04-07

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Running head: SERVICES MARKETINGServices marketingName of studentName of UniversityAuthor noteTable of Contents
Services Marketing Marketing Name of University Author Note Introduction_1
1SERVICES MARKETINGIntroduction......................................................................................................................................3Service process map........................................................................................................................3Analysis...........................................................................................................................................4Service quality and customer satisfaction theories..........................................................................5Recommendations and service recovery strategy............................................................................7Conclusion.......................................................................................................................................8References........................................................................................................................................9
Services Marketing Marketing Name of University Author Note Introduction_2
2SERVICES MARKETINGIntroductionThe report is prepared to focus on the different aspects of the services marketingconcerning the business organisation Coles Supermarket in Australia. The topic will illustrate thevarious service processes and present those in map for ensuring proper business functioning. Thecompany has been facing issues related to the delivery of services, which has deteriorated thecompany’s reputation and resulted in decline of sales. The service failure is one of the majorcauses leading to customer dissatisfaction and even due to the poor quality services and productsdelivered (Coles.com.au 2018). To improve the consumers’ experience and promote betterloyalty of customers, a service process map has been created and suitable recommendations havebeen provided too for overcoming the service failures with ease.
Services Marketing Marketing Name of University Author Note Introduction_3
3SERVICES MARKETINGService process mapAnalysis Coles Supermarkets Australia Pty Ltd is one of the supermarket, retail and consumerservices chain located in Australia, which has its headquarters in Melbourne and is considered asa subsidiary of Westfarmers. The company sells mainly food products, fruits and vegetablesalong with household items, health and beauty products, etc. The topic highlights the importanceof maintaining quality in term of services delivered and satisfaction of the customers. Thecompany presently faced several service related issues, which resulted in failure to satisfy thecustomers and maintenance of good quality for the products and services. This could not onlyenhance the purchasing behaviors of the consumers but would also create a sense of trust andloyalty among the customers (Wilson et al. 2016). One of the major service delivery failures wasColes’ services and quality management for customer satisfactionDeliver better valueEnhancing the quality of products and servicesIntoducing new stores to make wide range of new products availableManage proper availability
Services Marketing Marketing Name of University Author Note Introduction_4

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