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- Discuss the different dimensions of service quality? How do the five dimensions of service quality play a role in customer satisfaction?How can organizations ensure service discoverability and accessibility within a service-oriented ecosystem?What role does customer retention play in the success of after-sales service programs ?
- Explain the “flower of service” concept and identify each of its petals. What insights does this concept provide for service marketers? Give an example to support your explanationWhat are the four main purposes service environments fulfill?What are the advantages and disadvantages of providing a service quality guarantee?
- What service marketing strategies should a service chain adopt to garner the following benefits: control, consistency and maintenance of image?What is the importance of service recovery in service marketing, and how can companies effectively respond to customer complaints and issues?Do consumers want many add-on services (delivery, installation, repairs), or will they obtain these services elsewhere?