3.1

When developing their service, Momondo can use both hard and soft customer standards. Explain each of these standards, and provide one example of a hard standard and one soft standard that Momondo can develop for their service (2x2=4)

3.2

There are a number of challenges that Momondo face as they are involved in the electronic distribution of a service. Briefly discuss and give an example of three specific challenges for Momondo. (3x2=6)

Overall, the question is worth 10 points and limited to 500 words.