Customer self-service machine is very common now. For example, in a fast-food chain store in Hong Kong, a few big touch screen computers are set up in front of the manual register counters/servers, see below Figure 2 and 3. Figure 2. Customer self-service counter in use by customers with staff assistance and managerial monitoring during peak hours. 20: HST Figure 3. Queueing situations observed at the manual register counters/servers in the same fast-food caf at the same time during the peak hours. (A) Will a mal-function self-service machine in the fast-food shop negatively affect service quality? Explain each of the product quality dimensions of the self-service machine as shown in figure 2. (B) One customer, Mr. Smith who is 65 years elderly on wheelchair writes an email to the headquarter of the chained stores, complaining the height of the touch-screen button. The email states that he has suggested to the shop manager many times that there should be an alternative kiosk with lower height for him and other wheelchair customers, but no reply is offered by the shop manager so far. What will be your response to Mr. Smith if you are the quality manager in the headquarter? Will you consider setting up kiosk with lower height in all the chained stores, and why? (C) Sometimes customers may complain without a valid reason. There are two cases. Case 1: A customer asks for free drink after waiting for 10 min in a caf during peak hours. Case 2: A customer asks for 50% discount after his hair cut is done 20 mins over the pre-agreed standard (15 min) due to the equipment breakdown in a quick hair-cutting shop. What should be considered when customer complain and ask for compensation? Is it always true that compensation should be offered to upkeep high quality business without complaint or bad word of mouth? (D) didoka (2015) aims to manufacture high-quality products. What is the concept? Is it possible to apply in the food (e.g. the different types of burger) making process in the fast-food shop from your point of view, and why