Q 1. After fixed capacity investment decisions have been made (e.g., number of hotel rooms to bebuiltoraircrafttobepurchased),thehotelbedsmustbefilled,ortheairline seatssoldto make the daily operationsprofitable.

a) Discuss TW0organizational problems that can arise from theuse of part-time employees.

b) Explain TW0 strategies of increasing the customer participation in the gasstation andfast-foodrestaurant.

Q 2. Marketresearchershaveidentifiedfiveprincipaldimensionsthatcustomersusetojudge servicequality.Customersusethosedimensionstomaketheirassessments,whichare based primarily on a comparison of their expectations for the service desired with their perceptions of the servicedelivered.

a) How do the five dimensions ofservice quality influence customer satisfaction in healthcare facilities? Justifyyouranswers.

b) ProvideTW0 points,whymeasuringservice qualityforhotelservicesaredifference when using the method of walk-through audit andcustomer satisfactionsurvey