MBA651 – Managing Service-based Industries
Individually, you are required to write a 1500-word strategic report for the executive leadership team in which you are to assume the role of a service experience manager who is in charge of the same service enterprise that you have worked on in the first and second assessments.
This assessment aims to foster students’ ability to predict future conflicts in service-based industries’ macro and micro environments. In doing so, students will practice planning responses to contemporary trends in consumer attitudes and service experiences that justify the most effective characteristics of service-based industries and the service economy.
In recognition of the job well done in the previous assessments, presume that you now have been tasked to prepare a strategic analysis of the current consumer attitudes and service experiences trends in light of the transformational economy shift. Individually, conduct in-depth research of the current, peer- reviewed literature and industry publications to determine potential conflicts this shift may impose on the service design and service-dominant logic for the assigned service enterprise.
Based on your findings, prepare a 1500-word report to address the executive leadership team. More specifically, your strategic report must include the following:
- A 1-page long executive summary that comprehensively covers all of the significant report findings (not included in the word limit);
- An analysis of the current consumer attitudes and service experiences trends in light of the transformational economy shift that the organisation must consider in its service design planning;
- An analysis of the potential conflicts in the macro and micro environments of service-based industries that the trend may cause; and
- A proposal of the three strategic recommendations that the executive leadership team should adopt to address the potential conflicts in service-based industries’ macro and micro
In composing this report, you must incorporate theories and concepts discussed in the topics from weeks 1 to 12. The findings presented in this report must be based on scholarly, peer-reviewed and commercial sources of information published no longer than five years ago. You may also include an appendices section to justify and support your research (not included in the word limit). You are required to use at least ten (10) sources of information and reference these in accordance with the Kaplan Harvard Referencing Style. These sources must be presented in the form of in-text citations and a reference list at the end of your report. Wikipedia and other ‘popular’ sites are not to be used.
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