1. Why should an organisation be vitally interested in maintaining high levels of satisfaction among its customer base? Give five reasons. What sustainable advantages can it create?

2. In four or five sentences, demonstrate your understanding of the disconfirmation of expectations paradigm. How are expectations created?

3. Apart from expectations and perceived performance, name four other determinants of satisfaction, with examples of each.

4. Describe Parasuraman, Zeithaml and Berry's five dimensions of service quality, apply to a restaurant scenario.