Read Mini$-$Case $6$: Hotel Flowchart and Blueprint in Chapter $6.$ This case explores how service marketers use flowcharts $($blueprints$)$ to control the service encounter eaaxperience. Students should read the case study text and then answer the associated discussion questions.

$1.$ Brand managers of services often complain that their job seems more difficult than being a brand manager for, say, a sneaker. How does the flowchart support their claims? What must the marketer pay attention to$?$

$2.$ For quality assurances, what performance indicators would you measure, at each step in the process $($left to right$)$ and in which layers $($top to bottom$)$ to track what is working well versus what needs to be streamlined in the process?