Service Marketing Coursework

Description of the Assessment
Your task is to analyse the delivery of one of the many services available on campus such as the library, the halls
of residence, the hotel, the supermarket, one of the cafés, the gym or any other service of your choice. You will
need to outline the operational setting and identify areas for improvement in order to minimise points of failure,
cope with fluctuations in demand, and positively influence customer behaviour.
I go to Brunel University, so here are some links and you can choose which service you would like to write
Brunel Library:
The gym:
The hotel:
Supermarket / shops:
Sports clubs:
I’m far away from campus now (I’m an international student) and I was on placement last year so I don’t know
much about recent service improvements for these. However, a friend recently told me that 1966 (Costa Coffee)
introduced a way to order on your phone and collect it at the café to make it safer during the pandemic.
If you have any questions about any of these, please don’t hesitate to ask! I am happy to help and I obviously
want it to be as good as it can be.

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