National Service Marketing Competition


As the only competition of its kind in the nation, Bowling Green State University’s Service Marketing Institute (SMI) offers an exciting and unique opportunity. Students will compete against the best service marketing talent in the U.S.

Corporate sponsors support the competition and gain networking and recruiting opportunities with these outstanding students.

Universities/Colleges can send one team of 3-4 students and will compete in three rounds. The top three teams then move onto the Final Round to earn the title - Service Marketing Champions.

Be sure to check out how you can get involved!

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.

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.

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.

(All blueprint packets will be sent out to participating teams)

Round 2 – Service Recovery

Teams will need to arrive at BGSU Thursday mid-afternoon 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  

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

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.

Thursday – Casual Attire, School Apparel




4:00pm 101A Olscamp Team Mixer & Dinner
5:30pm 101A Olscamp Welcome/Overview 
6:15pm 101A Olscamp Service Recovery Scenario Presentation
6:40pm 101A Olscamp Customer Complaint Scenario Presentation
7:00pm BA 280 BGSU Workspace
7:00pm BA 277 Wilfrid Laurier Team Workspace
7:00pm BA 237 UTPA Team Workspace
7:00pm BA 4001 Univ. of Toledo Workspace
7:00pm BA 240 James Madison Workspace
7:00pm BA 4000 Kent State University Workspace
7:00pm BA 252 Ohio Northern Univ. Workspace

Friday – Business Attire

Time Location Event
8:00am - 9:00am 101A Olscamp Breakfast
9:15am 101A Olscamp Service Recovery Plans Deadline - Jump Drive
    Make Color Hard Copies from Jump Drive for Judges
Teams: Service Recovery Plan Presentations – Business Attire
10:00-10:45am 101B Olscamp Ohio Northern Team Presentation
11:00 - 11:45am 101B Olscamp BGSU Team Presentation
12:00-12:45pm 101B Olscamp UTPA Team Presentation
1:30pm - 2:15pm 101B Olscamp Kent State Team Presentation
2:30 - 3:15pm 101B Olscamp Univ. of Toledo Team Presentation
3:30 - 4:15pm 101B Olscamp Wilfrid Laurier Team Presentation
4:30 - 5:15pm 101B Olscamp James Madison Team Presentation
Individual Team Member Customer Complaint Handling – Business Attire
9:30am - 10am BA 242 University of Toledo
10:15 - 10:45am BA 242 Kent State University
11:00 - 11:30am BA 242 James Madison University
11:45 - 12:15pm BA 242 Wilfrid Laurier University
1:15 - 1:45pm BA 242 Ohio Northern
2:00-2:30pm BA 242 BGSU
2:45pm - 3:15pm BA 242 UTPA
7:00 – 9:00pm Al-Mar Lanes Dinner & Bowling, casual attire + name tags
8:30pm 1010 N. Main St. Announcement of 3 Team Finalists
    Service Blueprint Plan Presentation Instructions

Saturday – Business Attire

Time Location Event
7:00am - 8:00am 101A Olscamp Breakfast
8:15am - 9:00am 101B Olscamp Team Finalist Presentation
9:15am - 10:00am 101B Olscamp Team Finalist Presentation
10:15 - 11:00am 101B Olscamp Team Finalist Presentation
11:30am - 1:00pm 101A Olscamp Awards Ceremony Luncheon & Photos

Hotel Accommodations


Hampton Inn
142 Campbell Hill Rd.
Bowling Green, OH
419-353-3464, 1-800-HAMPTON

The Hampton Inn is the exclusive hotel for the National Service Marketing Competition (NSMC).  A block of rooms at this hotel has been reserved. Please mention NSMC when booking your room(s).

Your room(s) must be booked by January 25, 2015, to be paid for by BGSU’s Service Marketing Institute. After January 5, the cost of rooms booked at the Hampton Inn will be the responsibility of the participating school. If rooms are booked at another hotel, the cost will be the responsibility of the participating school as well.


Driving Directions

Bowling Green State University is located in Bowling Green, Ohio. It is a two and a half hour drive from Cleveland, about one and a half hours south of Detroit and three hours north of Cincinnati. Interstate 75 borders the eastern edge of the campus; the University is located at Exit 181. U.S. Route 6 bypasses the south side of the city. Interstates 80 and 90 (the Ohio Turnpike) are only twenty minutes to the north; turnpike exit 64 provides the most direct route to the campus. Toledo Express Airport is about a forty-five minute drive northwest from campus.

You will receive parking passes prior to arriving on campus. Please park in Lot N, near the Business Administration Building.


From the east or west via the Ohio Turnpike 

Use Exit 64 (Perrysburg). Follow I-75 South to Exit 181. BGSU campus is immediately off of the exit.

From the north or south via Interstate 75

Use Exit 181. BGSU campus is immediately off of the exit.

From the east or west via U.S. Route 6

Stay on U.S. 6. At the I-75 Interchange, follow I-75 north to the next exit (Exit 181). BGSU campus is immediately off of the exit.


Ms. Christine Seiler, Assoc. Director, SMI
BGSU College of Business

For any questions, please go to registration table outside 101A Olscamp Hall

For any emergency, contact Christine Seiler, 419-494-9340 cell