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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
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Identify three human resource practices that can impede customer service employees from delivering high quality service. Describe how you would modify each practice to promote high
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Public Key Cryptography Today's asymmetric or public key cryptography systems are a significant development over conventional symmetric cryptography systems in that they permit
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