Questions (20 points each)

1. Identify five major dimensions that affect the "scalability" of an Internet business.Describe each dimension and explain how each can detract or contribute to scalability, depending on the type of Internet business being considered. Use examples in your discussion.

1. Illustrate, with your own example of a real company, the strategic service vision, including the elements of target market segment, service concepts, operating strategy, and service delivery system.

1. Describe the customer value equation in your own words. Then explain how each of the 4 elements can be used by managers to increase the competitiveness of the organization.Provide examples of each.

1. Discuss the Triple Bottom Line and how it contributes to sustainability. If you were to give an award for a top performing company in this area, name the company and explain your rationale. What company would you identify as a poor performer here, explain your rationale.

1. Discuss in detail the linkages in the service profit chain and how the service profit chain works to deliver high levels of customer satisfaction and profits.