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The head of your marketing department would like you to present at the next meeting, as more services are being implemented by the competition within your industry. Using SDL as a service framework, develop examples of where SDL is applied in your industry or research scope. Apply SDL concepts to identify processes and analyze aspects that reflect trends in service expectations, especially as related to technology. In addition, consider the application of the Gaps Model of Service Quality.
The presentation should include a critical analysis of SDL and the Gaps Model of Service Quality. The analysis should identify the key theoretical components and how they apply (and identify where there may be gaps). Your focus audience will be senior management and your fellow managers, so your presentation must be succinct and detailed.
Incorporate appropriate animations, transitions, and graphics as well as speaker notes for each slide. The speaker notes may be comprised of brief paragraphs or bulleted lists.
Support your presentation with at least 5 scholarly resources, at least two of which that have been published in the last five years. In addition to these specified resources, other appropriate scholarly resources may be included.
Length: 12-15 slides (with a separate reference slide)
Notes Length: 200-350 words for each slide
Be sure to include citations for quotations and paraphrases with references in APA format and style where appropriate. Save the file as PPT with the correct course code information.
Feng, M., Mangan, J., Wong, C., Xu, M., & Lalwani, C. (2014). Investigating the different approaches to importance–performance analysis.
Karpen, O. N., Bove, L. L., & Locus, B. L. (2012). Linking service dominant logic and strategic business practice: A conceptual model of the service-dominant orientation.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research.
Tsai, M., Chen, L., Chan, Y., & Lin, S. (2011). Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach.
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