1.

Would service guarantee help in attracting customers or

in retaining customers ? Why? or why not ?
2. What are the components of an effective service
recovery system ?
3. What is retention strategy ? Consider an example of a
service player and describe the retention strategies used by
her to build relationships with her customers.
4. Narrate the gaps model of service quality. Which of the
four provider gaps do you believe is hardest to close ? Justify.