Service marketing essay, it should have several theories from service marketing and this essay should be service marketing point of view. This is an essay format which means you need to have introduction, body and conclusion. In the body part, you have to answer the following questions:
1. With respect to the gap model of service quality, in which stage(s) in the service process were there gaps? Substantiate your answers and provide possible ways to bridge the gaps that you identified.
2. Comment on the company management’s reaction to the “nut rage” incident. What should they have done differently?
3. What should Korean Air do to rebuild its image?
