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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
Overtaking - Maneuvers on Highways Overtaking is one of the most risky Maneuvers on Highways. The practice of overtaking maneuvers is to visualize in advance every detail of w
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Ancient Art: Since its humble beginnings, art has always been a result of man's intellectual and emotional connection with the world. Its primary aim is to produce a message which
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Latin American Cultures: The words 'Latin America' are used to describe the group of 21 countries in the American continent where Latin languages are spoken. These countries ar
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Question 1: (a) (i) Briefly describe the six stages of moral development as elaborated by Lawrence Kohlberg. (ii) Highlight some criticisms leveled against Kohlberg's theo
Question: (a) Show the implications of the meaning and concept of organizational behavior in any work setting. Explain with relevant examples (b) Using the Eysenck's theory
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