Question One a) It is has been observed that the more an economy is advanced, the larger the service sector. Examine the importance of the services sector in an economy. ( 10 marks) Question Two a) People play a crucial importance in service organizations. They are the ones who satisfy customers by performing different roles. Demonstrate how people in an organization are looked upon by customers. (8 marks) b) Blueprinting is a process that highlights by way of a process flow diagram the service system so that the people who are to execute the service can understand their roles. Outline the components it highlights. (4 marks) c) Gap (1) one occurs because the company has an erroneous understanding of what customer wants. Companies like to think what customers should want and not what exactly they do want. Expound on some of the approaches that have been discussed by experts toward dealing with Gap 1. (3 marks) Question Three a) Satisfaction is a function of quality; in the absence of quality there is no satisfaction. Evaluate the FIVE major dimensions against which the quality of any service can be judged. (10 marks)