1. Explain the Customer Contact model and how it can be used to increase efficiency and effectiveness in an on-going service organization.

2. What is the customer value equation? Explain how each of the 4 elements can be used by managers to increase the competitiveness of the organization. Provide examples of each

3. Illustrate with a detailed real company example the elements of the strategic service vision, including the elements of target market segment, service concepts, operating strategy, and service delivery system.

4. Identify five major dimensions that affect the scalability of an Internet business. Describe each dimension and explain how each can detract or contribute to scalability, depending on the type of Internet business being considered. Use examples in your discussion.

5. Discuss several ways (using specific examples) in which Jet Blue practiced excellence in the human resources (HR) function.