142 Campbell Hill Rd.
Bowling Green, OH
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. The deadline to register for this competition is Friday, November 21, 2014, 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 9, 2015, 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 26-28.
(All blueprint packets will be sent out to participating teams following the November 21, 2014, registration deadline.)
Round 2 – Service Recovery – February 26-28
Teams will need to arrive at BGSU Thursday mid-afternoon (February 26) 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 27
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 28
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, February 26 – Casual Attire, School Apparel
|4:00pm||101A Olscamp||Team Mixer & Dinner|
|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, February 27 – Business Attire
|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|
|2:45pm - 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, February 28 – Business Attire
|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|
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.
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
For any questions, please go to registration table outside 101A Olscamp Hall
For any emergency, contact Christine Seiler, 419-494-9340 cell