Hello can i please get the answer to these

1. Service quality and customer satisfaction are said to be drivers of customer relationship strength, longevity and profitability (Storbacka et al., 1994). Using academic theory, how would you distinguish between service quality and customer satisfaction? (50%). Why might high service quality and high customer satisfaction not always lead to improved customer relationship strength, longevity and profitability? (50%). 2. The McKinsey seven 'S' framework (Waterman et al., 1980) provides a useful approach for companies implementing relationship marketing strategies encompassing 'soft' and 'hard' elements. Set out and explain both the 'soft' and 'hard' elements of this framework. (50%) How might a company develop appropriate shared values within an environment? (50%) 3. Companies are often urged to get their customers to 'climb the relationship ladder" (Christopher et al., 1998). Using examples, explain the stages of the 'relationship ladder'? (50%) Why might relationships at the higher stages be unsuitable for some companies and customers? (50%) 4. Referring to academic theory, how might an understanding of 'tribal marketing' (Cova & Cova, 2002) help companies to build better relationships with customers? (50%) What difficulties might companies face when undertaking tribal marketing? (50%) 5. Please explain the differences between the Goods Paradigm and Service Paradigm (50%). In a business-to-business (B2B) environment, by referring to academic theory and by using appropriate examples, set out some of the main differences between transactional and collaborative relational exchanges (50%)