This paper answers the following questions on the case study –
Q.1 Discuss in detail how Heskett’s ‘service –profit chain’ model might be used to explain the success of the Cape House.
Q.2 Discuss in detail how the concept of customer perceived value might explain Jessica’s loyalty to the Cape House. (Consider the 5 components)
Q.3 With reference to the 5 SERVQUAL dimensions, demonstrate .....
