Please answer the following:

You have been sitting in the waiting room of your mechanic's shop for more than an hour. With the knowledge that

products are different from services, develop a list of the things the shop manager could do to improve the overall

service delivery. Consider how the shop might overcome problems associated with the tangibility$,$ separability,

heterogeneity, and perishability of services.

A local health club is running a promotional campaign that promises you can lose an inch a month off your waist if you

join the club and follow its program. How might this claim cause a communications gap? What should the club do to

avoid a service failure?

Think about a recent service encounter that you've had when you were dissatisfied with the service quality. What

actions did you take? If you complained, what was the result? Was this a satisfactory result for you? If so$,$ why, and if

not, how could the service provider have done a better job? If you did not complain, why not? Why do you think

consumers choose not to complain?

What should a restaurant server do when faced with an irate customer who has received undercooked food after a

long wait? How can he or she avoid a service failure by being empowered $?$

You are going on a cruise and have read all about the amazing experience you expect to receive. You have the

opportunity to speak with the cruise director about their service. The director is not aware of the gaps model.

Walk the director through each step of the Gaps Model. Explain what needs to be done at each step to ensure quality.

$6$a$.$ It is thought that people who post reviews to sites like TripAdvisor and Yelp are either very satisfied or very

dissatisfied. Explain why this might occur using the zone of indifference model. $,$

$6$b$.$ How might you use research to determine the zones of indifference that exist for your service?