Question: Instructions: Answer any TWO (2) questions from this section. Question 1 (9 marks) A. Explain the three-staged model of service consumption. Give reasons for customers

Instructions: Answer any TWO (2) questions from this section. Question 1 (9 marks) A. Explain the three-staged model of service consumption. Give reasons for customers finding it harder to evaluate services, than goods. B. (9 marks) C. How do the concepts of role theory, script theory, and theatrical perspective help to provide insights into consumer behaviour during the service encounter? (12 marks) (Total 30 marks)

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