problem 1:

By using the gaps model of service quality, critically discuss and illustrate out how a service-based organisation can use the model to manage its customer satisfaction.

problem 2:

(a) Discuss and illustrate out the four (4) distinctive characteristics of services, and exemplify them with reference to a service product such as a restaurant.

(b) “A queuing system can influence the customer’s perception of service quality” (Fitzsimmons and Fitzsimmons, 2004). Illustrate out with instances the implications of queues and waiting to the management of services.

problem 3:

Discuss and illustrate out the key factors which affect long-term capacity management decisions encounter by a service organisation of your choice.

problem 4:

(a) Decisions on service location involve a trade-off between the needs of producer and those of the consumer. Discuss and illustrate out the main factors which should be considered when making service-location decisions.

(b) Using a service organisation of your choice, discuss following layouts describeing your answer with suitable instances:

i) Process layout

ii) Product layout

iii) Fixed-position layout