Question 1

The Clare Group of hotels is known for its impeccable service.How can the company ensure that there is no variability in the quality of service across its hotels in different locations?

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Question 2

Use the five service quality dimensions and explain how Air Canada can offer a high quality service.

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Question 3

Alice is a manager at a grocery retail store.One of the customers who placed an order for groceries at the store received low-quality products.What strategies can Alice use to recover this service failure?

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Question 4

What is service quality? Describe the five distinct dimensions that customers use to determine the overall quality of a service.Provide one example for each dimension.

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Question 5

Christine is the head of operations in an electronics retail chain.Explain any two methods that Christine could use to close delivery gaps that could result in a service failure.

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Question 6

Discuss a service failure that you experienced personally.Based on what you learned in this chapter, evaluate service provider attempts of service recovery.What was your level of satisfaction at the end of the recovery process?

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Question 7

Why is it important for service provider to give a chance to customers to complaint?

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Question 8

Universities and colleges are offering service to students.Explain the four characteristics of services for your university/college.

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Question 9

Explain the four characteristics of services that differentiate them from products.How do marketers deal with the challenges resulting from these characteristics? Provide one example for each characteristics.

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Quiz 10: Services: The Intangible Product