Question

“It is important to design a servicescape with a holistic view”

Identify two firms from two different service industries where the service environment is a crucial part of the overall value proposition.

Analyse each firm’s servicescape and try and feel how the various design parameters shape what you feel and how you behave in that setting. What are some changes you would suggest to the servicescape in order to improve your perception of the overall service quality?

Length: 2,500 words (+ or – 10%)

Answer 1

* Space used / located in order to provide service to outsiders is in whole called as service space

* Thus locality used by service provider to render his services is called as service space.

Eg : firm A providing outsourcing services

Firm B providing food services.

* service space details of firm A dealing with outsourcing services

• Here all the employees , building used for their work space , furniture established , computers used , software's set up , pipeing facilities of building etc collectively includes service space of firm A.

* the map of service being provided here is ,

• mr.x posts a query relating to specific good / product of A's client company.

• now this query will be answered by person / associate sitting in A's work space.

• thus the answer is reflected beneath the users queries.

• this helps actual asker to resolve his query and other users also if they had similar kind of complaint.

* service space details of firm B

• Here the building in which restaurant is set up / food is prepared and door delivered / any other kind of facilities being provided by firm B including all of its work place collectively called as service space of B

* food will be ordered by customers

* then food will be prepared with in reasonable time.

* now the same will be taken either to table / door delivery as the case may be.

* thus the order generates on ordering by customers and ends on the items reaching them.

Here improvements that can be suggested for any service space are

* whether firm A or B , the moto is to satisfy customers. Thus understand the query of customers accurately.

* once understood make what ever possible by company to satisfy the customer. Ufcourse only those which includes companies working scope.

* always assign one service provider to few customers whether place based / area based / language based or on basing any other criteria. Thus this process keeps the firm free from ambiguity.

* set the process simple and clear so that no complications prevail in general situations.

* allocate a specific experienced supervisor / head in order to certify the work done by employees and help them in peculiar situations.