1, I will upload you detailed instructions, stick on them please. 2, Keep plagiarism rate no more than 15% please.

Question 1:

Discuss the GAPS model of service quality, and use it to diagnose some possible causes of gaps in service quality in a management consultancy and a hospital. Consider how these gaps could be addressed.

Question 2:

Effective perceptions management can enhance the satisfaction levels of the customers waiting to be served. Evaluate managerial applications of queue psychology using examples from a theme park and a bank.