1) Explain and discuss the role of the expanded services marketing mix in this case.
2) Construct a blueprint of the service process described in the case study, and use it to highlight potential strength and limitation of the service(s).
3) Using appropriate service marketing frameworks, identify and discuss the marketing strategies implemented in the case study to improve service quality and/or avoid future service failure. What are their strength and limitation?
4) Provide recommendations grounded in appropriate service marketing frameworks for future marketing services strategy.