Role of Servicescape and Provider Gap 2 in United Health Group Inc Essay

(a) Role of servicescape in the delivery of services and Provider Gap 2.

(b) Evaluation of service design, delivery, standards and the use of physical evidence I creating the servicescape.

Maximum score

5

2. SERVICE BLUEPRINT

(a) Service Blueprint.
… Document the flow of service experiences following the 6 steps.
… Blueprint the primary service. [12 Marks]

(b) Analyze service design and delivery process.
… Benefits and use of service blueprinting. [8 Marks]

(c) Clearly designed services in service blueprint without oversimplification, incompleteness, subjectivity, or bias. [8 Marks]

(d) 3 improvements.
… New Blueprint including all changes.
… Original & redrafted blueprints attached in Appendix. [12 Marks]

Maximum score

40

3. COMPANY- and CUSTOMER-DEFINED STANDARDS

(a) Service standards
… Company-defined separated from customer-defined standards; hard and soft standards.
… One additional hard and soft measure each. [7 Marks]

(b) Standards creation process analysis.
… Effectiveness of (1) determining service standards, (2) creating service quality goals, (3) tracking goals, and (4) providing feedback to employees.
… Suggest improvements. [7 Marks]

(c) Service quality goals examples.
… Effective in delivering customers’ expected quality level? [3 Marks]

(d) Standards increasing or decreasing Provider Gap 2?
… Support your position. [3 Marks]

Maximum score

20

4. PHYSICAL EVIDENCE and the SERVICESCAPE

(a) Physical evidence in creating servicescape. Samples e.g. print pieces, Internet pages, or photos.
… Congruency of the physical evidence and the service standards. [5 Marks]

(b) Firm’s servicescape.
… Dimensions of ambient conditions, spatial layout and functionality, and signs, symbols and artifacts, (Figure 10.1 in text).
… Overall perceived serviscape. [ 8 Marks]

(c) Impact of physical evidence and servicescape on customers.
… 3 recommended changes [4 Marks]

(d) Contribution of servicescape to Provider Gap 2? [3 Marks]

Maximum score

20

5. CONCLUSION

(a) Conclusions on standards, service delivery and use of physical evidence in creating an effective or ineffective servicescape.

(b) Conclusions on Provider Gap 2 and narrowing the gap.

Maximum score

5

Appendix: Service Blueprint

Maximum score

0

PRESENTATION

… • 2000-2500 words

… • All sources, including websites, are cited in correct APA format

… • All material presented is organized and clear.

… • Uses reflective, logical, and rational thinking to gather, combine, process, interpret, and analyze the information and develop reasonable conclusions.

… • Uses appropriate marketing terms and concepts.

… • Demonstrates knowledge, skills, and perspectives on the topic.

… • Demonstrates connections between your learning and actual business practices and processes.

… • Paragraphs are unified, developed, and coherent, with transitions between ideas.

… • Sentences are grammatically correct; words are chosen for accuracy and impact.

… • Writing follows the conventions of spelling and mechanics (punctuation, etc.).

… • Documentation follows APA style accurately and consistently.

… • Assignment is submitted in PDF and uses 12‐point font.

Maximum score

10