The link between service delivery and external communications has a profound impact on customer perceptions of service quality. If you were to execute the ordering process service blueprint for Amazon and implement a marketing communications plan, provide specific examples of: 1) how you would address intangibility; 2) what service promises would be made and how they would be managed; 3) if and how customer expectations would be managed; 4) what customer education is required and how it would be administered; and, 5) what types of vertical communications, horizontal communications and internal branding are required to provide optimal service quality. Which of the five general strategies for achieving integrated service marketing communications is most critical to the firm you are analyzing? Explain.