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MKTG30003 Service And Relationship Marketing

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Question:

1. Present this service organisation as a blueprint.
2. What is the service organisation's front stage and back stage functions?
3. What are the "moments of truth" for this service organisation? 
4. Show the determinants of satisfaction/dissatisfaction for this service organisation. Use relevant theories to also discuss service quality measurement (and quality gaps) in this organisation. 
5. Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents. 
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