1. Define the service-product bundle that is being provided for guests, including the tangible services, the intangible services and the facilitating goods. Do you see any missing elements or areas of possible improvement? 2. Using the service blueprint, make a list of all the potential key service failure points and the associated customer expectations. For example a service failure point with expectations is: check-in should be fast and hassle free. You should find 10 to 15 service failure points. 3. For each service failure point in question 2 is it self-service or service provided by the hotel, and is it high-contact or lowcontact service? Does this indicate any possibilities for improvement? 4. There are five dimensions to SERVQUAL: responsiveness, assurance, tangibles, empathy, and dependabililty. What dimensions of service quality do you think are important for the hotel? Feel free to define your own dimensions or use SERVQUAL. Then for each of these dimensions construct 2 questions that could be used in a questionnaire when measuring customer satisfaction at some of the service failure points from question 2. 5. How should the hotel handle service recovery and service guarantees? Suggest some options they could implement