a) Discuss service level agreements, how do they benefit both parties? (3+4 marks) b) Servicescape describes the physical surroundings in which a service takes place, and how they affect customers and employees. Rather than design a retail space strictly for profitability, managers must consider how the surroundings-the layout-have a humanistic efficet on customers and employees. The three elements are ambient conditions, spatial layout and functionality; and signs, symbols, and artifacts. Analyse the seruacescape of your favourite restaurant eating place. What aspects encourage the 'right' behaviour in the customers and employees? Are there any aspects of the servicescape that you would change? (10+3 marks )