Question 1 Define the Define service-product bundle that is beingprovided for guests, including the tangible services,the intangible services and the facilitating goods. Doyou see any missing elements or areas of possibleimprovement?
Question 2. Using the service blueprint, make a list of all the keyservice failure points and the associated customerexpectations. For example a service failure pointwith expectations is: check-in should be fast andhassle free. You should find 10 to 15 service failurepoints.
Question 3 For each service failure point in question 2 is itself-service or service provided by the hotel, andis it high contact or low contact service? Does thisindicate any possibilities for improvement?
Question 4 There are five dimensions to SERVQUAL: responsiveness,assurance, tangibles, empathy, andreliability.What dimensions of service quality do youthink are important for the hotel? Feel free to defineyour own dimensions or use SERVQUAL. Then foreach of these dimensions construct 2 questions thatcould be used in a questionnaire when measuringcustomer satisfaction at some of the service failurepoints from question 2.