1. The Service Environment can be important for differentiation and positioning. It is also a cue for customer satisfaction. Discuss how this would apply to a medical centre vs a cocktail bar.

2. What changes should a struggling hotel owner who employs 20 staff make to get on the Cycle of Success. You can show how the Cycle of Failure and Cycle of Mediocrity could be avoided.

3. Assume you own a small clothing store. Prepare employee guidelines for effective complaint resolution. You can explain factors that influence customers' complaining behaviour.