1. As a Marketing Manager with responsibility for staff, describe three (3) issues that you see as most likely to create boundary-spanning problems for employees in a customer call center at your organization which is an internet service provider. Select two (2) of the issues mentioned and indicate for each one how you would mediate between operations and marketing to establish a satisfactory outcome for both departments.

2. Using the Wheel of Loyalty, evaluate the one (1) strength and one (1) weakness each for two frequent user programs, each one from a different service industry. Explain one (1) recommendation for how each program can be improved further.  

3. Discuss three possible behaviors of jay-customers for a named service organization of your choice. In your discussion, explain how can the service process be designed to minimize or control the behavior of each type of jay-customer behavior identified previously.
     
4. Identify and justify two key measures that can be used for monitoring each of the following: service quality, productivity, and profitability for a pizza chain.