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Describe and explain the significance of the ‘leaky bucket’ model of customer retention and defection for service managers. In your answer, briefly outline the main challenges to customer loyaliquty faced by service firms.

Discuss in detail the seven components of the extended marketing mix for services. In your answer, give examples of services you are familiar with for each component. You may wish to use the same service, or different services for each component.
2. Discuss in detail the components, possible applications, and weaknesses of SERVQUAL, as a measure of service quality.
3. Describe and explain the significance of the ‘leaky bucket’ model of customer retention and defection for service managers. In your answer, briefly outline the main challenges to customer loyaliquty faced by service firms.

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