[ANSWER ANY (4) QUESTIONS] [Total: 100 Marks] 1. The scope and structure of a service marketing system vary for different organizations. Suppose you are a service marketing manager, discuss 4 ways in which your customers would use or come into contact with to learn about the service of the organization. (25 marks) 2. State and explain all the steps of the evaluation process AND using a cleaning service in each of the steps, show how and why you would go about making a choice of a specific cleaning product. (25 marks) 3. The macro environmental factors play a crucial role in service marketing. Choose 3 of those define them and discuss them in relation to their contribution towards service marketing in a business of your choice. (25 marks)

4. In marketing management, all businesses need to be positioned such that they become distinctive to customers. Discuss 5 advantages of positioning that contribute to the marketing management function. (25 marks) 5. High quality service has a lot of benefits for both the service provider and the recipient of the service. As a service recipient of household cleaning materials, in which 5 ways (as discussed in the module) can the organization that serves you capture high service quality? (25 marks) 6. The marketing mix can be utilized to out compete rivals in service delivery. Using 4 of the 7Ps, reflect how you can build your restaurant to out compete its rivals in service delivery. (25 marks) 7. Discuss 5 service employee management strategies that you would adopt within an organization to build a good performing organization. With each strategy, reflect how your specific organization would benefit. (25 marks)