1. Interview an employee working in the same service business identified above. Ask the person to discuss each of the five dimensions of service quality with you as it relates to the person’s company. Which dimensions are most important? Are any dimensions not relevant in this context? Which dimensions does the company do best? Why? Which dimensions could benefit from improvement? Why?
2. If a company’s budget were extremely limited and could only afford to offer one benefit, which would you select? Provide your rationale for your answer.