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Explain four ways services differ from goods. (24 points)

Show how each characteristic could apply to a desirable vacation resort in Costa Rica (or other travel destination of your choice).

How could the resort help reduce the potential problems associated with these characteristics?

Review the five components of service quality in the text. (15 points)

a. Identify one component of service quality that you have seen a particular business (organization, company, etc.) perform well. Describe the situation.

b. Identify another component of service quality that you have seen performed poorly. Describe the situation. How could the provider have improved the service?

c. Using the gap model of service quality, identify which gap occurred in the service failure that you experienced in part b. Explain.


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