Critically evaluate the impact of staff on customer service at the Palm Bay Hotel. Critically discuss how Palm Bay Hotel could encourage and support its workforce to deliver better performance? (25 marks) This question asks you to critically evaluate the impact of staff on customer service at the Palm Bay Hotel. You may look in detail at concepts in Block 3 Sessions 11 and 12. In particular, Reading 16, 'Relationship Marketing', introduced a variety of different conceptual approaches for making sense of customer loyalty, customer satisfaction and the importance of relationship marketing. Reading 17, 'Internal Marketing', discussed how internal marketing plays a crucial role in delivering on brand promises and building relationships. You may also find Sessions 13 and 14 helpful to offer insights into motivation and employee performance. From the topics covered in these sessions, you should choose and apply suitable concepts discussed primarily in the readings but also in the online material