K. Douglas Hoffman, John E.G. Bateson, Greg Elliott, Dawn Birch, (2010) “Services Marketing: Concepts, Strategies and
Cases” Asia Pacific Edition, 1st Edition, Cengage Learning, NSW

Lovelock, C.H., Patterson, P.G. and Wirtz, J. (2011) “Services Marketing – An Asia-Pacific and Australian
Perspective”, 5th Edition, Pearson Education Australia, Sydney

Lovelock, C.H., Patterson, P.G. and Walker, (2007) “Services Marketing – An Asia-Pacific and Australian
Perspective”, 4th Edition, Pearson Education Australia, Sydney

Additional readings:
Wilson, et al. (2008) “Services Marketing – Integrating Customer Focus Across the Firm” 1st Edition, McGraw Hill.

Zeithaml et al. (2009) “Services Marketing – Integrating Customer Focus Across the Firm” Fifth Edition, McGraw Hill.

Bateson, J., Managing Services Marketing, Dryden Press, 1992.

Berry, L., and Parasuraman, A. Marketing Services – Competing through Quality, The Free
Press, 1991.

Christopher, M., A. Payne and D. Ballantyne, Relationship Marketing, Butterworth Heinemann, 1991.

Gronroos, C., Service Management and Marketing, Lexington Books (Macmillan Inc.), 1990.

Heskett, J.L., W. Earl Sasser, Jr., and Christopher Hart, Service Breakthrough: Changing the Rules of the Game, The
Free Press (1990).

Kotler, P. and Anderson, A., Strategic Marketing for Non-Profit Organisations, Prentice-Hall,
1989, 3rd Edition.

Rust, R., A.ZahorikandT.Keiningham,ReturnonQuality,ProbusPublishing,Chicago, 1994.Page 7 of 16 Australian Government
Higher Education (CRICOS) Registered Provider number: #00212K

Swartz, T., Bowen D. and Brown, S.W., Advances in Services Marketing and Management, Vol. 1 to 5 (1992-1996).
Services Marketing Blueprint Exercise- Woolworth and Coles

complete a BLUEPRINT EXERCISE. This is an original written report, concerned with the identification, description and
evaluation of service delivery systems (SDS) as they exist in practice.
This assessment task requires you to select two existing local retail outlets of separate firms in the same industry
– Woolworth and Coles in Australia

You are to identify, characterise and evaluate the service delivery system used by each of the selected outlets.

• A service mapping of only one of the delivery systems (i.e. a flowchart depicting how a significant portion
of the delivery system of the selected business currently works) for one outlet only;

Only focus on analysis plz. Do not need Introduction and Conclusion.

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