Question 1

Enfranchisement goes beyond empowerment and requires that, after employees have been empowered, a system be linked to the performance of the staff whereby they are rewarded for customer-oriented behaviors. Identify and discuss any five of the requirements for rewards to be effective (10 marks)

Question 2

Discuss in detail the three levels of contact in the Service Delivery Process. You are required to make use of examples for each of the levels to support your answer (10 marks)

Question 3

You have been appointed as the services manager for the One and Only Hotel in Cape Town. As a services manager you need to discuss what internal marketing is, and how a service provider would benefit by implementing this philosophy. Your answer must be related to you working at the One and Only Hotel. (10 marks)