1. Some of the advantages of blueprints are to identify fail points and stages when consumers have to wait. Make a blueprint for a service industry, and explain what the benefits mean.

2. Imagine you are going to create a cafe with a target market age of 20-40 and positioning it to be a middle-up cafe that is comfortable for doing assignments, work and meetings. Explain in detail the servicescape of the cafe.

3. Explain in detail how to motivate employees in the service industry so that consumers are satisfied and the business is successful.

4. Give examples and explain in detail the best loyalty program from the service industry that you have ever received.

5. What is "the perception gap"? Explain and give examples of solutions in detail to close the gap.