1. Service delivery may be modelled through roles and scripts using:

a. The moment of truth approach.

b. The expectancy-disconfirmation model

c. Dramaturgy

d. The servuction model

e. The Three-stage model

2. The best way to design and deliver a customer-driven services marketing strategy is:

a. segmentation, targeting and positioning.

b. competitor analysis..

c. market analysis.

d. company analysis.

c. apply the three Cs.

3. A firm that uses a limited range of services to a narrow target segment is using a(n)

a. unfocused strategy

b. service focussed

c. market focussed

d. customer focussed

e. fully focussed