2 3 4 5 6 7 Introduction: Purpose of Assignment Project objectives Background of company. • History Location Services offered Service Environment • Description of the servicescape: who performs within it and its physical complexity • Factors that influence design - land availability and space requirements, flexibility, security, aesthetic factors, the community & environment The Service Concept: The organising idea Service experience The service outcome Customer Expectations & Satisfaction Define the expectations Determine the level of satisfaction Map out the transactions : Expectations/Process/Outcome New Service Development Appraisal of current service/new service Recommendations for new service Map of the Service Supply Relationships The service supply chain

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