1.What are the four factors that affect the service gap?Please elaborate each of them with an example; and try to come up with creative solutions for closing each of the service gap.

2.What are the five customer service characteristics that customers use to evaluate service quality?Use University of Macao as an example, what are your suggestions to improve each of the above service characteristics.

3.How does inventory turnover affect space allocation?If you were the manager for Park N Shop,how would you allocate the space for the following products; and please explain your answer.

a.Milk and fresh vegetables

b.Rice

c.Household cleaning stuff

d.Newspapers

e.ATM machine

4.Explain different kinds of Design trade-offs that retailer managers should consider in designing their store; and please provide relevant examples to support your idea.

5.What are the seven opportunities for retailers to develop a sustainable competitive advantage?How will you suggest "Hey Tea" to keep up with maintain the 7 competitive advantages.