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QUESTION 1
(a) Discuss the four distinctive characteristics of services, and illustrate them with reference to a service product such as a restaurant
(b) Outline the ‘gaps' model of service quality and discuss how a service-based organisation can use it to manage its customer satisfaction
QUESTION 2
(a) A queuing system can affect the customer's perception of service quality (Fitzsimmons and Fitzsimmons, 2004). Explain with examples the implications of queues and waiting to the management of services
(b) Discuss the key factors that influence long-term capacity management decisions faced by a service organisation of your choice
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(a) "A promissory note is an instrument in writing (not being a blank or a currency note) containing an unconditional undertaking, signed by the maker, to pay a certain sum of mone
Italian Renaissance Art: It was an artistic movement that occurred in the major Italian city-states of Rome, Venice & Florence. The movement was characterized through an interest
Do you think that Hitler had any mental health issues, if so why? In your study of humanities do you think there are any specific traits which a dictator must have? It is said
What is pragmatism and what should be the role of teacher according ti it.
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Medieval Art: The medieval art of the Western world covers a huge scope of place and time, over 1000 years of art history in, the Middle East, Europe and North Africa. It involved
1. Do you agree with the argument made by Nick Carr to support his position that IT no longer gives companies a competitive advantage? Why or why not?
Temporal receptive windows and executive functions Being able to integrate information over time is crucial for perception of life events as they typically unfold over longer time
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