How comparable are the two different methods? In what ways

are they similar? In what ways are they different?

$2.$ What are the positive and negative aspects of each approach

that Shocker should consider before recommending a course of

action for FlyAway Airways?

$3.$ What aspects of service quality does each approach address well

and not so well?

$4.$ Considering the two methods outlined, what types of validity

would you consider to be demonstrated by the two approaches

to measuring quality? Defend your position.

$5.$ Which of the methods should Shocker recommend? Why?