National Service Marketing Competition Overview
February 13-15, 2014
The National Service Marketing Competition consists of three rounds and a final round and each participating university/college can send one team of 3-4 students to compete. The deadline to register for this competition is Friday, November 22, 2013, 5:00 p.m. EST.
Round 1 – Service Marketing Blueprint (Blueprints due prior to competition)
Each team will create and submit a Service Marketing Blueprint from the organization that is the Service Marketing Patron Sponsor. The deadline to submit the service blueprint is February 1, 2014, 5:00 p.m. EST. (No submissions after 5:00 p.m. will be accepted.)
Service blueprints will be evaluated and judged by a three-member faculty team with expertise in service marketing. (Note: All judges will be from non-competing schools.)
Points will be earned by the top performing teams and added to the other two rounds which occur at the national competition February 13-15.
(All blueprint packets will be sent out to participating teams following the November 22, 2013, registration deadline.)
Round 2 – Service Recovery – February 13-14
Teams will need to arrive at BGSU Thursday mid-afternoon (February 13) of the national competition. Each participating university/college team will receive a major service issue from the company that is the Service Marketing Leaders Sponsor. The teams will have overnight to prepare their solution to resolving this service issue and present on Friday to a panel of judges comprised of 4-6 corporate sponsor representatives.
Round 3 – Customer Complaint Management – February 14
Concurrent with Round 2 on Friday, one student representative from each team will be recorded handling a customer service complaint in the BGSU College of Business Communications Lab located in the Business Administration Building. Competitors will be evaluated on how well they exhibit the skills, knowledge, ability, and demeanor to successfully handle a service complaint while preserving the customer relationship. The participating teams will select the individual who will represent them and compete in this round.
Representatives from the sponsoring organizations will serve as judges for this round.
Final Round –February 15
Saturday morning the three teams with the highest cumulative points will move onto the Final Round. These three teams will give a formal presentation of their service marketing blueprints they submitted prior to the competition, along with their recommendations of how the sponsoring company can improve its service delivery. Recommendations must include a financial analysis of projected costs and revenues. The teams will present to a live audience and a panel of judges.
Awards Banquet – February 15
The three top teams and the individual winner from Round 3 will be announced at the banquet with the following awards:
1st Place: $500 per team member
2nd Place: $250 per team member
3rd Place: $150 per team member
1st Place from Round 3: $150