1. Daisy decided that the main thing she should focus on is customer satisfaction. She believed that if you did that then you’d address all the other items since they drive customer satisfaction. Evaluate Daisy’s list of things she believed were necessary for her business. Explain which items support the five dimensions of service quality. Has Daisy missed any of the five service quality dimensions? If so, which one(s)?

2. Which service strategy is Daisy planning to implement? Provide specifics that support your selection. Do you believe this is the best strategy? Should she consider one of the other two?

3. Daisy’s concern about scheduling during non-peak periods is a serious problem. She cannot risk alienating her ASE certified mechanics by cutting their hours because they can easily find other work. Assume the following: after the first year, Daisy determines the non-peak periods. There are very few times; however, she believes they will be consistent year after year, meaning the same general timeframe. Explain to Daisy what options or initiatives she can use to increase demand since cutting hours is not an option.