老師是Amanda，跟精華區2008那份相似度很高
SHORT ANSWER 6選4答
1. 忘了
2. three tools to identify and address service quality problems
3. why is frontline staff challenging in service organisation
4. the role of HR
5. How can you charge different prices in different segments without customer
feeling cheated
6. explain the flower of service and identify each petal
LONG ANSWER 2選1答
1. which elements of marketing communication mix will you use for two
following scenarios?
A. a newly established hair salon in suburbon shopping cantre
B. a single office accounting firm in major city that serves primarily
business clients
2. What role does the Servicescape have in the evaluation of the service
experience? How does the Servicescape influence customer behaviour?
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