Question1. Service quality is a very difficult concept to understand let alone measure. Critically discuss the major issues faced by management that is aiming to measure the quality of an organisation’s services. Your answer should also include the concept of Gap Model and explain how the Gap Model can be used to overcome these difficulties.
Question2. Critically discuss the ways in which customers participate in service production and delivery and interact with the service organisation, the employees and other customers. Use a service organisation of your own choice to support your answer.
Question3. ‘Happy employees make happy customers.’ Critically examine this statement using the service-profit-chain model. Illustrate your answer using a service organisation of your choice to support your arguments.