based on a Service Organization in Fiji. Discuss and demonstrate the gaps model of service quality,

Elaborate on the consumer behavior and consumer expectations of the service

delivery, Explain the factors that influence on customer's perception of the organization and

how the organization builds on customer relationships, Describe the service innovation, Explain the employee's role in service delivery and Discuss the management demand of the organization, such as implications on Resources, benefits and risks of yield management strategies shifting demand to

match capacity or adjusting capacity to meet demand.