Read the article thoughtfully and answer the following questions:
1.Summaries the article using your own words. (03 Marks) (250 – 300 words)
2.According to the article, Total Service Management (Figure 1 – Transport Model) is a new adopted philosophy used in organizations to improve the quality levels. Discuss its efficiency as a quality management approach ( 03 Marks) (100 -150 words )
3.Model Leonard Berry is one of dynamic models used to measure the service’s quality in railway passenger transport. Demonstrate its dimensions with specific examples. ( 03 Marks) (100 -150 words )
4.Do you think that the dynamic models can help service companies to improve its customer’s satisfaction levels? Why? ( 03 Marks) (100 -150 words )
To which extent do you think that the dynamic models is applicable in production industries? Explain, ( 03 Marks ) ( 150 – 200 words
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