Service marketing

1. Choose a rm you are familiar with. Describe how you would design an ideal service recovery strategy for that organisation. (20 marks). 2. If you were the manager of a service organisation and wanted to apply the gaps model to improve service, which gap would you start with and why? In what order would you proceed to close the gaps? (20 marks). 3. Why are service employees critical to the success of any service organisation? (20 marks). 4. With the aid of a diagram, discuss how a service rm of your choice can deploy the Service Marketing Triangle to effectively full their promises to customers. (an