Question: Question 4 [25 Marks A. To demonstrate that management problems are common across service industries, Roger Schmenner proposed the service process matrix. Discuss the four

Question 4 [25 Marks A. To demonstrate that management problems are common across service industries, Roger Schmenner proposed the service process matrix. Discuss the four classification of services and their delivery processes. 115 MARKSI 3. Draw a Service Quality Gap Model used by firms to measure the gap between expected and perceived service by customer during service delivery process. 110 MARKS

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