Question 1:
Describe with the assist of diagram, the Berry, Zeithaml and Parasuraman (1985) Conceptual Model of the service quality.
Question 2:
The management of a specific hotel in Mauritius is concerned that its hotel is full between March and September, is about 80 % occupied in February, March and November and about 30% occupied throughout the other months. Discuss ad explain the strategies which could be applied for managing both demand and capability so that management may strive to move towards 100% occupancy all year round.
Question 3:
Discuss and explain the main determinants which influencing the shaping of business policy?
Question 4:
Explain and discuss why should a firm prefer its unhappy customers to come forward and complain?