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Question 1:
Consider that you are the manager of front-line customer-service employees in a tourism/hospitality organisation. From this perspective, elaborate on the strategies that you would use to maximise the performance of the front-line employees during the service encounter.
Question 2:
a) Describe how the personal characteristics of the buyer influence the consumer decision-making process.
b) Show the marketing implications resulting from the lack of physical evidence experienced by customers when choosing between competing services.
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