1. Define Conviviality according to the two part model endorsed by Bill Martin

2. Define Procedural according to the two part model endorsed by Bill Martin

3. List and define the characteristics of Conviviality

4. List & define the characteristics of Procedural

5. Describe in detail James C. Penny's two-fold marketing task for any restaurant or hotel operation?

6. Describe Mill's proposition regarding the intricate relationship between product & service?

7. Define the term Encounterpoint as it relates to effective service management?

8. Describe the relationship between repeat patronage and bad or slow service according to the 1985

Gallup Poll?

9. List each of the seven (7) components of the service encounter model -

10. Define the three attributes of a servers Customer Interaction Orientation (CIO)?

Behavioral Flexibility

Empathy

Interpersonal Skills

11. List the seven (7) attributes of a Customer Oriented server?

12. Describe how a guest's unrealistic expectations can result in service conflicts and Guest

Dissatisfaction?

13. Describe the ways that servers can communicate with guests in the process of delivering

Exceptional Service?

14. Describe the fundamental difference between customer expectations and employee expectations as

Described by Mill's in the encounter point article?