How might the "supply side" of a service such as an airport be adjusted to match demand?  Argue for the single most important practise.    

 

12.  Suggest four best practises to make waiting in line more bearable.

 

13. Why does  customer loyalty support a service firm's profitability?

 

14. What is "service tiering"? What is most critical in designing service tiers?  Give an example.

 

15. When is the best course of action to "fire" i.e. not deal with a customer? Five good reasons please. 

 

16. How might the four communications problems posed by intangibly be overcome?

 

17. How can (per our text) the marketing mix (price, product, place, promotion) be used to manage demand? 

 

18. When  is "servant leadership" in supporting employees most effective? When is it least effective or inappropriate? 

19. How might a business owner or manager know what a customer wants per the GAPS model?

 

20. What is unique to the marketing of services as compared to other types of marketing?