$-$ Define what is meant by service.

$-$What constitutes good service? How do we know when we receive good service?

$-$ What are the inherent difficulties surrounding services?

$-$ Are services core competencies or a form of competitive advantage, or are there elements of

both?

$-$ What is GAP Analysis? Why is it important to understand this concept in the provision of

service?

$-$ What is a Customer Contact Audit? What is the primary issue in this type of assessment?

What are the apparent secondary issues?

$-$ How do consumers REALLY purchase services?

$-$ Is the provision of good quality service actually delivering good value to the customer? If so$,$

then how?