Service Organisation Report (Service Management)

Order Description

We need to write a report profiling two service organisations, we have chosen Sky and Virgin Media.
The report needs to show how sky and virgin media provide services to their service users and how they differ in their approaches. We are specifically required to
outline what is good, bad or what could be improved, identifying possible refinements or changes that the organisations could make to improve the service/s that they
provide. Also identifying things that could be learnt and copied from one organisation to another. This should be a reflective insight on how services are delivered
with a degree of critical analysis. (I would like you to include a short made up interview with one or more members of staff from both Virgin Media and Sky which will
be portrayed as real, this will add substance to the reflective part of this assignment. A summary of the made up interview is required in the appendices)

We need to identify multiple service management theories reflected in their current operations and suggest the use of more service management theories to show how
these service providers could improve how the organisations are run both for the service user and service provider. The views and arguments that describe each
companies current operations and the suggested improvements and changes must be supported by reference to relevant theories. This report needs to include an evaluation
of the way in which the service(s) is designed, managed, marketed and delivered. The style should be that of a management report, adhering to the following headings.

Title Page
Contents Page
Introduction (approximately 200 words)
Findings (approximately 2,500 words)
Conclusions and
Recommendations (approximately 300 words)
Bibliography (no word limit)
Appendices (no word limit).

The report can deviate from the above format so long as it follows a logical report structure. All pages and all appendices should be numbered where appropriate
diagrams, tables et cetera.
Core Reading: If possible, please reference some of the core readings.
Core Text Book

Gemmel, P., Van Looy, B. and Van Dierdonck, R. (2013).
Services Management: An Integrated Approach, 3rd Edition, Harlow, Pearson.

Recommended

Cheng, H., Kotler, P. and Lee, N. R. (editors) (2011) Social marketing for public health: global trends and success stories. Sudbury, Massachusetts. Jones and
Bartlett.

Fitzsimmons, J. A. and Fitzsimmons, M. J. (2013) Service Management: Operations, Strategy and Information Technology. 8th edition. New York. McGraw-Hill.

Gronroos, C. (2007) Service Management and Marketing: Customer Management in Service. 3rd edition. Chichester. John Wiley & Sons Ltd.

Johnston, R. Clark, G. and Shulver, M. (2012) Service Operations Management. 4th Edition. Harlow. Prentice Hall.

Lovelock, C. H. and Wirtz, J. (2010) Services Marketing, People, Technology and Strategy. Pearson. Pearson.

Palmer, A. (2007) Principles of Services Marketing. 5th edition. Maidenhead. McGraw Hill.

Wilson, A., Zeithaml, V. Bitner, M.J. and Gremler D.D. (2016) Services Marketing: Integrating Customer Focus Across the Firm. Maidenhead. McGraw Hill.

Wirtz, J. and Lovelock, C. (2016), Services Marketing: People, Technology, Strategy. 8th Edition. New York. World Scientific.

Journals:
Harvard Business Review, Marketing, People Management
Personnel Today, Service Industries Journal.
The BBC website is also very useful resource.
https://www.bbc.co.uk/news/