Case 3: ServiceScapes and Waiting Time During COVID 19 COVID 19 has fundamentally altered the service industry, including both the delivery of services and our sense of service quality

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Case 3: ServiceScapes and Waiting Time During COVID 19

COVID 19 has fundamentally altered the service industry, including both the delivery of services and our sense of service quality. This case study asks you to describe two service experiences that you've had during the COVID 19 pandemic. Follow the guidelines below to describe these experiences, your reaction, and relationship to the course content. You can use the same experiences as used in Case 1 and/or Case 2 if they are appropriate.
 

Experience 1: ServiceScape

Identify a service experience you’ve had during the COVID 19 pandemic, where the ServiceScape has been dramatically altered as a result of the pandemic. Answer the following questions:

1. Describe the experience, including (a) the specific nature of the experience and (b) your evaluation of the experience.

1. Describe the ServiceScape. How has it been altered as a result of the pandemic?

1. In what way(s) did the changes in the ServiceScape contribute / detract from the quality of your service experience?

1. Using the content from the course lecture, what is / are the role(s) of the ServiceScape for the service company? Is the ServiceScape fulfilling that / those role(s)? Have those roles changed as a result of the pandemic?

Experience 2: Waiting Time

Identify a service experience you’ve had during the COVID 19 pandemic, where the waiting time was much longer than you anticipated. Answer the following questions:

1. Describe the experience, including (a) the specific nature of the experience and (b) your evaluation of the experience.

1. Describe the wait you experienced? How long did you anticipate waiting? How long did you actually wait? How had the pandemic impacted your waiting time expectations?
2. Using the course notes, did the service company follow any waiting line strategies to differentiate among the waiting customers. If yes, did those strategies make your wait shorter or longer?

4. Again using the course notes, how do you think the service could best shorten waiting time or make it more pleasurable, particularly given the challenges of the pandemic.

Some notes on the assignment:

1. When finished your assignment should be 3 pages (1) cover page with name, VT Honor pledge, date, (2) the ServiceScape Experience and (3) the waiting time experience.
2. Double spaced, 11 point font, 1 inch margins
3. I encourage you to use the actual question numbers and do this as a bulleted report. No need for creating paragraphs, etc. Keep it simple and focused.
4. Submit your completed assignment as an MSWord file via the Canvas Assignment page.

Grading Rubric

• 9 points for the ServiceScape experience (questions 1 - 3, 1 pt each, question 4 - 6pts)
• 9 points for the Waiting Time experience (questions 1 - 3, 1 pt each, question 4 - 6pts)
• 7 points for presentation (cover page, name, honor pledge, quality of writing and presentation)