Question 1:
(a) Explain the major determinants which affect shaping of business policy?
(b) Choose a tourism or hospitality service organisation of your choice, determine and describe the merits and drawbacks in its site selection.
Question 2:
(a) Describe why service firms hesitate to offer a service guarantee?
(b) Using a tourism or hospitality organisation of your choice, describe how can recovery from a service failure be a blessing in disguise?
Question 3:
(a) Location is always considered of specific significance in operations. Explain four of the factors that affect location decision. Demonstrate your answer using a tourism or hospitality organisation of your choice.
(b) Explain the characteristics of the following layout types. Explain each type using a suitable service organisation either from the tourism or hospitality sector.
(i) Process Layout
(ii) Product Layout
(iii) Fixed position Layout