AM6217 marketing and services management

Case Study (Wellington International Airport) Wellington International Airport is constantly trying to upgrade their services. They want their users to enjoy interacting with the airport and create memorable experiences. You have been contracted as a Service Delivery Consultant to map out and create a blueprint of the existing flow of the process - from the time the passenger alights a taxi at the airport and looks for a trolley, till the time they board their flight and depart. Passengers generally arrive several hours before their international flight departure and so they have a lot of time to spend at the airport. How can you make that time enjoyable and memorable? Most airports have dining outlets, bookshops, convenience stores, money changers and duty free shops. If a passenger had three hours to wait before their flight, what could they be doing? You will have to include in your blueprint the flight check-in process and also the customs and immigration process for departing passengers. The passenger may decide to buy a magazine at the bookstore, buy some foreign currencies at the money changer or have a coffee before their flight. 1. Draw a service blueprint that tracks the passenger’s interaction with the airport and provide a brief explanation.2. Discuss the importance of physical evidence in service delivery. Identify and explain any two physical evidence strategies that the airport management employs to reduce provider gap 2. 3. Identify and discuss three strategies the management can employ to deliver quality service through people (their employees).4. Illustrate the roles played by customers in service delivery with two examples 5. Design a passenger satisfaction survey.  6. Suggest and explain ten (10) service delivery standards appropriate for Wellington International Airport. Format, layout and report writing style 6 Referencing