Marketing and services management

As a guide you should:
• Critically discuss the academic literature on service quality models ( 25 marks)
• Critically discuss the literature on sustaining customer relationships (25 marks)
• Critically evaluate the connections between service quality models and the customer relationships literature (25 marks)
• Provide examples from commercial business situations as to how service quality models may sustain customer relationships (25 Marks)

Your work should be in a creative, critical and evaluative manner. Ensure that your arguments are clear and logical and where appropriate include academic sources, i.e. academic journal papers, which add weight to your points raised. Please show in your list of references an appropriate breadth and depth of references relevant to the topic.