$1.$ 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.