See attachments and requirements below:

1. Work must be 100% original, and any resources taken from the Internet, authors, etc must be noted and credit given to the source. In addition, any cited source must adhere to the APA format and USA GAAP.

2. You must be willing to make changes to the work if I encounter any problem after submitting it.

Thanks.

Must answer questions in a Q &A format.

What do you see as distinguishing characteristics of the field of services marketing compared to other fields or research domains within marketing?
What are the three main changes in Bishop’s business model between 1992 and 1999? Explain.
What are the advantages and disadvantages of the ServQual Model?
Why is the measurement of service quality so difficult? Identify at least two criticisms of ServQual and discuss each.
How do the dimensions of quality differ from those of product quality? Why do service firms hesitate to offer a “service guarantee?”

http://www.bloomberg.com/news/articles/2007-10-28/when-why-and-how-to-fire-that-customer

https://hbr.org/1999/11/the-strategic-power-of-saying-no

http://areas.kenan-flagler.unc.edu/Marketing/FacultyStaff/zeithaml/Selected%20Publications/A%20Conceptual%20Model%20of%20Service%20Quality%20and%20Its%20Implications%20for%20Future%20Research.pdf