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QUESTION 1
(a) Discuss the four distinctive characteristics of services, and illustrate them with reference to a service product such as a restaurant
(b) Outline the ‘gaps' model of service quality and discuss how a service-based organisation can use it to manage its customer satisfaction
QUESTION 2
(a) A queuing system can affect the customer's perception of service quality (Fitzsimmons and Fitzsimmons, 2004). Explain with examples the implications of queues and waiting to the management of services
(b) Discuss the key factors that influence long-term capacity management decisions faced by a service organisation of your choice
what are advantages and disadvantaGES OF AIRWAYES
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INTERNET SECURITY HOLES? Emergence of Cyber Crime Sorry to say, not all of you are using the Internet in an optimistic way. The Internet has not only permitted you to com
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