Your final examination is scheduled on Wednesday, May 9, starting at 2:00 pm. Please bring a writing instrument and the correct answers to class (the latter in your head of course). The following study questions are provided to assist with your preparation for the examination. Have a nice weekend.You will not be tested on Chapter 17.

Chapter 12: Employees' Roles in Service Delivery
	What is a service culture? Describe the Services Triangle in terms of how it explains building customer relationships. How are the five dimensions of service quality influence directly by service employees? What is emotional labor? Why is it important in the delivery of quality services? How can a firm develop its employees to deliver service quality? Under what conditions does it make sense to empower workers?
Chapter 13: Customers' Roles in Service Delivery
	What are the levels of customer participation? Describe the three major roles that customers play in the delivery of a service. What are SSTs? Why do they not work sometimes? Why do firms develop customer service strategies? When should higher levels of customer participation be encouraged?
Chapter 14: Delivering Services Through Intermediaries
	How is the distribution function different in service industries? What are the main types of service intermediaries? What are the good and bad points of each?
Chapter 15: Managing Demand and Capacity
	What is the fundamental issue underlying supply and demand management? Describe the four basic scenarios that can result from different combinations of capacity and demand. For services, what constraints affect production? Do these constraints affect all services providers the same? Why is yield management used by service providers? Are there any risks associated with using yield management? Can anything be done to make waiting in line for services a better experience for customers? Explain.
Chapter16: Integrated Services Marketing Communications
	Why is intergrated marketing communications important for service firms? What are the key reasons for service communication challenges? Discuss the four strategies that can be used to match service promises with service delivery. How can marketing communications be used to tangibilize services? What can be done to manage customer expectations? How can customers be "educated" about the roles they perform in service product? How can verticle and horizontal communication be used effectively to manage internal communications?