Kiwi Experience $($case $5$ in book$).$ writers$-$ Wirtz & Lovelock.

$1.$ briefly summarize the issues.

$2.$ In a sentence, describe the major problem that must be resolved.

$3.$ Analysis of case data, applying concepts and theories from the text book.

$4.$ What would you advise? Your proposed solution must be justified by rational analysis and credible decision criteria, applying concepts and theories from the text book.

$5.$ Prepare an action plan with a breakdown of activities needed to implement the recommended solution with timelines $($up to $2$ years$).$ Immediate action, at year one, and at year $2.$

$6.$ Prepare an evaluation plan that will measure the performance of the implementation plan and collect feedback from continual improvement.

$7.$ Briefly summarize why your solution best resolves the problem.