MK212 Services & Retail Marketing

1. Due to the COVID-19 pandemic there has been an increase in the introduction
of self-service kiosks and checkouts in the food retail industry. Do you think
people are still an important element of the service delivery or will self-service
kiosks and checkout be the future of the food retail industry? Justify your
answer with relevant examples.
2. “The customer is king and can do no wrong”. Do you agree with the following
statement? Justify your answer with relevant examples.
3. What is a service blueprint? Develop a service blueprint for an ATM Cash
machine and discuss what failures might occur when using an ATM Cash
machine.
Section B
4. Examine the view that recent trends suggest that retailing is no longer about
reselling merchandise to customers and is more about providing a leisure and
entertainment experience. Use examples to support your point of view.
5. Discuss the nature of the relationship between retailers and suppliers. To what
extent would you agree with the perception that suppliers are in a very weak
position when negotiating with retailers?
6. Identify what is meant by the term “markdowns”. Assess the strengths and
weaknesses associated with using markdowns in the context of retail pricing
strategy