QUESTION 1 Look at the statistics in the table below. (a) Compare Coffee Shop A to the Similar Coffee Shops. (1-5 sentences) (b) Suggest some ideas to improve the situation for Coffee Shop A. (1-5 sentences) SIMILAR CShops CShop A 6.30 6.83 SATISFACTION (low 1 Average 10 High) CUSTOMERS/DAY Total CUPS/CUSTOMER Average PENETRATION % of Segment CURRENT USERS % of Triers VISITS/YEAR Total/Customer SPEND/VISIT Dh For the toolbar, press ALT+F10 (PC) or ALT FN+F10 (Mac). BI VS Paragraph Arial 166 1.73 0.40 0.21 85 23 132 1.64 0.25 0.32 121 18 14px A QUESTION 2 Discuss the Employee Role in service delivery. In particular... (a) Explain why this is important. (1-5 sentences) (b) Discuss how to develop your employees to deliver better service. (1-5 sentences) For the toolbar, press ALT+F10 (PC or ALT+FN+F10 (Mac). BIS Paragraph Arial 14px M QUESTION 3 Discuss the Customer Role in service delivery. In particular... (a) Explain why this is important - discuss the effects of customer participation. (1-5 sentences) (b) Discuss how AURAK might get customers to participate in service delivery. (1-5 sentences) For the toolbar, press ALT+F10 (PC) or ALT+FN+F10 (Mac). B I S Paragraph Arial 14px N V IL QUESTION 4 Discuss WHY and HOW a university such as AURAK might shift demand to match capacity? (1-5 sentences) For the toolbar, press ALT+F10 (PC) or ALT+FN+F10 (Mac), B 1 U Paragraph Arial 14px v V V QUESTIONS Service problems often lead to many undesirable outcomes including lost customers, negative word-of-mouth and even legal actions. How can a service company like AURAK, deal with problems in service quality / satisfaction? (1-5 sentences) For the toolbar, press ALT F10 (PC or ALT+FN+F10 (Mac). BIUS Paragraph Arial 14px A 2 I. QUESTION 6 Customer Relationship Management is critical in the competitive marketplace of today. Explain how AURAK might Integrate CRM into activities related to the For the toolbar, press ALT+F10 (PC) or ALT+FN+F10 (Mac). BIUS Paragraph DE AZI. Arial 14px