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PART A: JOURNAL REVIEW
Write a journal review on the following journal article. The article is:
Zomerdijk, L. G., & Voss, C. (2010). Service design for experience-centric services. Journal
of Service Research, 13(67—82).
You first need to locate this journal article in through the library. Please note YOU
need to find this article by searching the Massey library data-base.

 Choose four other JOURNAL articles to use to read and critique the article. In
addition you may use other articles like industry journals or other material but
these are not counted as the minimum 4 scholarly journal articles you are required
to use in your journal review.

 Examples of journal reviews done by students previously will be provided.

 Include the 4 journal references when writing your review. These should be cited
in the body of the journal review, and listed in alphabetical order using APA 6th
referencing style at the end of the review. You may use other references like web
pages and industry magazine references but you MUST cite four journal references.

Your journal review should include the following main elements.
Introduction: Use the main contribution of the article, and the author/s. (150words)

Critique: – Evaluate the article’s argument and relevance to service businesses.
Use other references to help you evaluate the article. (450 words)

REVIEW QUESTIONS ARE OVER THE PAGE

PART B: REVIEW QUESTIONS
Write 500 words on each of four questions (2000 words in total). You must provide the
textbook as a reference in all 4 answers and additionally you can provide any webpages or
industry articles you cite as references. You may also use scholarly journal articles but this
is not required for the 4 review questions. The questions are:

1.Using Airbnb’s approach to service, what is service from a customer’s perspective?

2.Compare two different services – a government service (e.g. Inland Revenue) and a B2C service (e.g. a Countdown Supermarket) - to show the challenges of different
types of services?

3. Write 500 words describing a service concept for a contemporary (modern) zoo.
You can use the service concept template in the Assessment 1 Resource Area on
Stream to help you create a service concept. You can use a specific zoo you are
familiar with to answer this question.

4.Briefly discuss the difference between ‘bow-tie’ and ‘diamond' customer relations,
using banking to illustrate your answer.