Assignment 4.docx - BU3640 Service Management Assignment 4 – November 2018 Roisin Nesbitt 15319796 Service Management Assignment 4 Roisin Nesbitt

Assignment 4.docx - BU3640 Service Management Assignment 4...

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BU3640 Service Management Assignment 4 – November 2018 Roisin Nesbitt 15319796
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Service Management Assignment 4 Roisin Nesbitt 15319796 I NTRODUCTION : For the basis of this reflective assignment I have chosen a British Airways flight I recently took as my service of choice. I have chosen this specific flight as it is with a service provider I would not usually use but is the type of service I am familiar with. I have broken down this assignment to including headings such as; the blueprint, servicescape and a unifying conclusion of the effects they both had on my experience. British Airways (BA) is well known for the quality of the experience they provide. Its facilitating goods and implicit services are abundant, they offer many supplementary services in addition to providing the core service, a flight from airport A to airport B, it is these services that differentiate it from its competitors. It is clear that the airline and its partners (airport staff and security) have put a lot of work and resources into these supplementary services while the actual flight is a relatively very small part of the process. B LUEPRINT : I have attached a diagram of the service blueprint, figure 1. This clearly details steps taken by both the company and the customer, me, to deliver and execute the service. From the blueprint it is easy to see there is much more than just the actual flying that must be done to offer the transport service people expect when they buy a flight ticket. Before and after the flight I had to go through a lot of procedures and checks and to move across many locations. Some of these steps were not carried out by BA themselves but by their partners, for example the passport control must be done by state officials or Gardaí, here that means that my experience of the service was taken out of the hands of BA and anything that happened here and had an impact on my perception of the service was out of their
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Service Management Assignment 4 Roisin Nesbitt 15319796 control. These procedures could be very time consuming and threatened to take away from the value of the flying experience.
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