QUESTION 1
(a) Outline the five distinctive characteristics of service and illustrate them with reference to a service product such as a restaurant
(b) Identify and explain five characteristics of a good service organization
QUESTION 2
(a) Define the following terms-
I. Consumer
II. Consumer Behaviour
(b) Discuss the four main theories of consumer behaviour
(c) Identify any four basic social influences that affect most buyers
(d) Using a relevant example, apply and explain the consumer buying decision process
QUESTION 3
(a) Define the term product
(b) Products exist in 3 levels. Use relevant examples, in explaining the three levels
(c) Examine the key macro- environmental factors that affect firms operating in today’s business environment
