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Question 1:

a) Consider that you are the manager of a tourism or hospitality organisation. In this context, explain the benefits of using the marketing concept in your organisation.

b) Elaborate on the five dimensions of service quality as proposed by Parasuraman, Berry and Zeithaml (1988).

Question 2:

Assume you are a Front Office Manager in the hotel industry. You are required to train the newly recruited front-line staff to provide professional service. Discuss the strategies that you would regard as being essential for them to perform their job effectively. Provide justifications for your answer.

Marketing Management, Management Studies

  • Category:- Marketing Management
  • Reference No.:- M9589549

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