is temporarily stored on your computer, Save 1 A key factor in Spicers success is the way the service system has been specifically designed to ensure superior service. What are the three fundamental principles that form the basis of a well- planned and executed service system and how does the way spicers operate reflect these ? 2 As outlined in this case study, the Spicers team strives to maximize the 'moments-of-truth' to ensure a positive customer experience. Outline the key challenges associated with managing the critical encounters and how service organizations can overcome these. 3 If you were an employee at Spicers, what additional activities would you suggest to assist the organization to better meet or exceed every customer's expectations and also reinforce the existing brand promise of 'relaxed luxury? Fundamental Principles