1. Define zone of tolerance in services marketing. Explaining the likely reactions of the customers, if services are below adequate level, within zone of tolerance and above desired level. Additionally, explain how customer's action and reaction would affect company's marketing effort.
2. Discuss about the differences and similarities between satisfaction and service quality in services marketing. Additionally, identify and describe the factors affecting the service quality in services marketing and the factors influencing customer satisfaction.
3. Identify critical requirements to ensure high level of customer satisfaction. Discuss how would it benefit the company in a longer run if these critical requirements are addressed well.
4. Describe the dimensions in Nordic model of service quality and discuss how the services organization can benefit from adapting this model. Add the changes brought to this model by Rust and Oliver and explain if the change proposed are better than initial model proposed by Nordic.
5. Define e- service quality and describe the four dimensions of service evaluation and three dimension of service recovery. Explain how it would benefit to the service company by adapting e-service quality dimensions. You can relate to automated services.