Assignment Instructions/ Description
Read Ch-13��Services: The Intangible Product� from Dhruv Grewal and Michael Levy (2022) �Marketing� (8th Edition). McGraw-Hill Education, Digital Version: ISBN13: 978-1-260-71743-3.
See the following video links and read the Video Summery.
Delivering high-quality service is a top priority at FedEx. The company seeks to offer excellent, consistent service across all communication channels and through the entire customer experience. This philosophy permeates the entire organization. Attention to service quality helps to generate customer loyalty and repeat business, which is one key to FedEx�s success.
Video Link:
FedEx: Excellence in Customer Service-�https://www.viddler.com/embed/55dcd635
Test your Knowledge
Discussion Question #1:�The video states that FedEx knows how important it is to understand customers� expectations. Which gap in the Gaps Model is FedEx addressing by learning about customer expectations, and what are some key customer expectations FedEx has designed its service to address?
Chapter Reading: Read Ch-15 �Strategic Methods and Tactics� from the text book- Dhruv Grewal and Michael Levy (2022) �Marketing� (8th Edition). McGraw-Hill Education.
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Test your Knowledge (Answer the following Questions):
Discussion Question #1: How you can differentiate between a price skimming and a market penetration pricing strategy. Discuss with the help of a suitable example from the local market.
Explain the difference between the short run and the long run. Can a firm experience diminishing returns in the long run?
Requirements: Excellent answer �