Question1. Some customers never complain. Critically explain this statement.
Question2. Critically discuss the importance of having good service recovery strategies.
Question3. Explain why some organisations’ service recovery procedures, though intent on satisfying customers, tend to lead to dissatisfaction.
Question4. Services are usually produced and consumed simultaneously, in many cases the customer has to enter the service facilities and to be within the services cape before the customer can make the purchase decision. Using a service organisation of your choice, critically assess the services cape concepts and its impact on perceived service quality.
Question5. Using the service profit chain model, critically discuss the importance of service employees in creating customer satisfaction and service quality. Use a service organisation of your choice to support your answers.