1. Design a highly effective service guarantee for a service organization you work for or know about. Explain why and how your guarantee would reduce perceived risk of potential customers, and why current customers would appreciate being offered this guarantee even though they are already a customer of that firm, and therefore likely to perceive lower levels of risk.

2. Take one of the articles you were to read for this week and write a one-page critique of that article: why was it important, what about it did you find useful/interesting and how might the information in the article be useful to you in your work.

the article:

each question should b 1 page long