QUESTION 3 [20 Marks]

Self-Service Technologies (SSTs) have led to a reduction of and in some instances a complete elimination of person-toperson interactions. However, not all SSTs improve service quality, but they have the potential of making service transactions more accurate, convenient, and faster for the consumer. With the foregoing statements in mind, evaluate the wisdom of introducing SSTs by banking institutions and conclude by commenting on reasons for slow adoption of SSTs in South Africa.

QUESTION 4 [20 Marks]

Variable demand is a challenge to service providers since services are perishable. With the foregoing statement in mind and with reference to holiday resort of your choice, discuss distinctive marketing challenges posed by services and how management can mitigate the impact on quality of service delivered.