1) What is the difference between quality and personal values.
2) What is the importance of employees and information technology in the delivery of service quality? Use two examples of service firms to help support your answer
3) What are two key components of service quality. Why are these components particularly important to service system quality (when compared to manufacturing system quality).
4) What are the challenges for top management in implementing vision, mission, and guiding principles.
5) What is job enlargement, job rotation, and job enrichment. Why are these seen as ways to improve employees satisfaction and productivity?