1) What are the characteristics of Service Marketing? Explain the sequential process

on how you would derive to a decision while making a purchase in the

a)Real estate market

b)Insurance company

c)An airline booking

2) Based on the five dimensions of service quality, how would you analyse

a) An insurance company

b) Automobile repair services

c) A medical counselling center

d) A bank

3) Explain customer gap model 2 and 3. Relate these two gap models with

a) Fast food restaurant

b) Online delivery service for groceries

c) A salon