Question: QUESTION 5 a) A service setting, sometimes called a servicescape, includes all aspects of the physical environment in which the service provider and customer interact.

QUESTION 5

a) A service setting, sometimes called a servicescape, includes all aspects of the physical environment in which the service provider and customer interact. Discuss the THREE (3) main dimensions in the Serviscescape Model (15 marks)

b) The Three-Stage Model of Service Consumption is a model to explain the consumption process when dealing with services. The three stages involved are namely the Pre-purchase Stage, the Service Encounter Stage and the Post-encounter Stage. In the Service Encounter Stage, one common framework used to capture the stage is known as the Servuction Model/Framework. State and explain a service's invisible and visible elements as mentioned by the Servuction Model/Framework. (10 marks)

QUESTION 6

The service concept is denoted by a core product and its supplementary services. A popular notion in describing supplementary service elements is by using the Flower of Service framework. Based on your understanding of the Flower of Service framework, explain the EIGHT (8) petals denoting the supplementary aspects of the service provided by a restaurant of your choice. Use examples for each petal. (25 marks)

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