As part of my Services Marketing unit for my university course, we were tasked to present solutions and recommendations to real-world service problems, informed by prior case studies, academic research, and key marketing frameworks.
The first presentation outlines Zambrero's disconnect between major positioning statements which form customer expectations, and failure to deliver said expectations due to actual service delivery.
The second presentation draws from a personal experience during Gloria Jean's closing times service delivery and its negative effects on customers.
A high distinction result was achieved for both video presentations.