Critically analyse and compare these two companies regarding the following issues:

a)Customers’ profiles, expectations and standard (The critical components of the service quality for each of these two companies)The rationale of each company’s marketing mix (7Ps) decisions, with particular emphasis on the 3Ps of services (People, Processes, Physical Evidence)

.Finally, based on your analysis,suggest how each of these companies can further improve their services.Further details For details and guidelines watch the relevant video.

Intended Learning Outcomes being assessed

1)Understand and explain the unique characteristics of services and the challenges in managing and delivering services.

2)Illustrate an understanding regarding the customers’ needs, expectations, and perceptions of services

3)Measure and effectively deliver services quality in different contexts to increase customer satisfaction and loyalty

4)Identify and analyse the components of the extended Marketing Mix (7Ps) of services–including the elements of processes, people, and physical evidence

5)Explain, design, and improve service systems using service blueprints

6)Use the  effectively to design the physical evidence of a service system

7)Apply the tools appropriate to design and develop effective customer–oriented services marketing strategies and tactics

8)Critique the influences of the international marketplace on services marketing Assessment Criteria & Self–assessment rubric Please see below the assessment criteria.You could use the self–assessment rubric to evaluate your performance on  your assignment draft.

2Self–Assessment Rubric Criteria Excellent Very Good Satisfactory Weak Apply core services marketing concepts to address the assignment task.Assignment task is addressed with a clear identification and use of terminology and key concepts, with consistently precise definitions.Engagement with the Literature Rich evidence of relevant literature (e.g., academic papers) used to justify the assignment answers.Critical analysis/ Developing ideas.Clear evidence of development of own ideas and/or critique of existing ideas. Excellent depth and substance in justification as well as clarity and consistency in the analysis Inclusion of other relevant information sources Rich evidence of relevant sources of information (e.g., industry statistics) used as references to support the assignment answers Organization of content.All elements of the text are clearly and logically related to the overall assignment task. Information and ideas are presented in a logical sequence, which flows naturally and is engaging to the reader.

Feedback method Students will receive formative feedback through quizzes at the end of each unit and online forum discussions. Weekly feedback will be provided by the course coordinator regarding the class performance on the quizzes, accompanied by further feedback about topics that may need further attention and study.In addition, students will receive diagnostic and formative feedback through tutorials prior to summative submission. Tutorials have been organized to reflect the assignment’s main topics and requirements, allowing students to fully understand the expected standards and have opportunities for improvement.Finally, Individual and Generic (class–level) feedback on submitted assignments will be posted on Moodle. Students can use academic staff office hours for additional feedback on their work.Preparing your course work Document creation1.Please use this file naming convention: Student 4.Include your student ID in your document, ideally in the header on each page with the course code and title, e.g.,2489545_MGT5228. Formatting You won’t be penalized if you don’t follow this good practice on formatting, but it will help your markers. •Use a Sans Serif font in black, e.g.,Arial, Avant Garde, Calibri, Helvetica and Geneva.•Use font size 12.•Use 1.5 or double line spacing. •Add page numbers.Referencing and bibliography You should reference your sources appropriately and list these in a bibliography. The bibliography is excluded from your word limit. You should use the ‘Harvard’ referencing system, as detailed below for written coursework.In the text, use the following referencing conventions:•Smith (1999) argues that….or•It has been argued that……. (Smith, 1999).•If you use a direct quote, use quotation marks and cite the page number as well as the author and date,i.e. (Smith,1999, p. 4).•If you have two items by the same author in the same year, refer to one as ‘a’ and the other as ‘b’,i.e.,Smith (1999a) and Smith (1999b).For more information, please refer to the University Library webpage. Student conduct Plagiarism You must adhere to the University’s rules regarding plagiarism which are based on the premise that‘all work submitted by students for assessment is accepted on the understanding that it is the student’s own effort’.More specifically, you must avoid plagiarism in the following forms:•Copying from sources without ‘formal and proper acknowledgement’•Inappropriate collaboration –working with other students to produce individual coursework or

4copying work produced by another student•Submitting work which you have obtained from another source, e.g. an essay mill•Self–plagiarism –basing coursework on work that has already been submitted for assessment purposes.TurnitinNote that your coursework will be processed through Turnitin for similarity checking. You will find information about using Turnitin in the Student Information Point Moodle.Submitting your courseworkYou must submit inaccordance with the stated time and date on page 1. If you are unable to do so, please contact business–management@glasgow.ac.ukFinalising your documentPlease follow the steps listed below: 1.Preparethe cover sheet 2.Check your spelling and grammar using the inbuilt tool on your device. You will not be penalised for grammatical and spelling errors but we recommend that you take the opportunity to correct them.3.Check your file name (see above).4.Check that you have used an accepted file type (see above).5.Do not include your namein the file name or the document to support anonymous marking.Uploading your document to Moodle1.You will upload your document to the designated section of the Moodle course, which will be clearly signposted.2.Try to upload your documentation least 30 minutes before the deadline (page 1) in case you encounter any technical issues.

3.Complete the Declaration of Originality (see below).Declaration of Originality When you upload your coursework on Moodle, you will be required to select a check box to confirm that you agree with the University’s Declaration of Originality which applies to all academic work, as follows.

I confirm that this assignment is my own work and I have:

•Read and understood the guidance on plagiarism provided on the Student Information Point Moodle course including the University of Glasgow Statement on Plagiarism

•Clearly referenced, in both the text and the bibliography or references, all sources used in the work.

•Fully referenced (including page numbers) and used inverted commas for all text quoted from books, journals, web etc.

•Provided the sources for all tables, figures, data etc. that are not my own work

.•Not made use of the work of any other student(s) past or present without acknowledgement. This includes any of my own work, that has previously, or concurrently, been submitted for assessment, either at this or any other institution, including school.

•Not sought or used the services of any professional agencies to produce this work.

•In addition, I understand that any false claim in respect of this work will result in disciplinary action in accordance with University regulations.

5.Questions If you have any questions about this coursework briefing, please read it carefully again to ensure you fully understand it. If you still have any academic questions, please post these on the Moodle Assessment Forum. For any technical issues during your assignment submission please contact business–