The case provided is "Robin's Risky Re-Do: A Services Marketing Challenge". Do not refer to events after the time of the case (Nov 2018).

33 a) How was the salon "promoted"? Refer to case material.

b) What other means might Robin consider in order to promote her salon?

c) How was service quality delivered in her business? Refer to case material.

d) How might service quality be improved?

e) How might employee retention be improved? Refer to course material.