Course Services Marketing Internal Assignment Applicable fo

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Course: Services Marketing
Internal Assignment Applicable for April 2020 Examination

1. You have recently joined in as the Head of a Public Sector Bank? Design strategies to help reduce the Customer Complaint barriers. What Service recovery tactics will you leverage on to tackle customer complaints. (10 Marks)

2. You are planning to open India s first ever Apple owned store in Mumbai by end of the year 2020? Suggest & describe all the design elements that you shall consider for building the Retail store environment? (10 Marks)

3. You are setting up an IKEA store in Mumbai by the end of the year 2020.

a. What Service Quality parameters & dimensions would you consider while driving this initiative? Provide examples from an IKEA perspective. (5 Marks)

b. Design a Creative & Innovative Loyalty Program for IKEA highlighting all the tiers/levels & the rewards that the customer will stand to gain (5 Marks)

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ASSIGNMENTS
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