Ase Study Emerald Article: Updating service operations

This paper is for Final Exam, Ill have Two Questions. I need to analyze the case study which Ill upload. I study the Service Quality management. Ill up load the chaptersa slides also to get idea of what I study and what material. the book that we used in this subject is Fitzsimmons, J.A., & Fitzsimmons, M.A., Service Management: Operations, Strategy, and Information Technology, McGraw-Hill”

There are some keywords you can focus on Customer satisfaction, Customer service management, Quality systems”