Exam Paper December 2017 PDF

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Past paper from 2017...

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Department of Strategy and Organisation MG211 Managing the Service Encounter

4th December 2017

10.00am-12.00pm (2 hours)

Answer 3 Questions including 1 from Part A and 1 from Part B

PART A

Q.1

Consider why effective management of the service encounter is so important for hospitality and tourism organisations? What conceptual models can be used to explain the interactions that occur therein?

Q.2

Using specific examples, explore the strategic role played by the service setting in achieving a successful service encounter.

Q.3

“Waiting is frustrating, demoralizing, agonizing, aggravating, annoying, time consuming and incredibly expensive.” (Federal Express). Assess why waiting experiences are perceived so negatively by many service customers. What can firms do to alleviate the negative aspects?

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PART B

Q.4

What are the main motivations behind a service redesign? Discuss the various strategies using relevant examples.

Q.5

Is the service recovery paradox a myth or reality? Discuss using relevant examples to support your answer.

Q.6

Critically discuss the benefits of increased loyalty for both customers and service firms.

END OF PAPER

(Dr Matthew Alexander)

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