The end of chapter materials include six questions that challenge the student and require critical thinking. The questions are applications of the chapter material and are excellent for class discussion or student presentations. The exercises will lead students to a deeper understanding of the theories in services marketing. They are excellent for instructors who like to use small groups. They are ideal for students to discuss in small groups then share with the class their thoughts and decisions.
Groups can take different sides of an issue and debate the merit of their positions.
The sixth critical thinking question in each chapter involves Internet exploration. Students are asked to investigate the actual web pages of service firms. Questions are asked that allow the students an opportunity to explore real companies and how they address certain service issues. Critical thinking is involved as students are required to find and understand application of principles and theories related to services marketing. Student Application Project For instructors who like to assign a student paper, the Services Marketing instructor's manual outlines an on-going student paper project that requires students to apply certain service concepts and theories throughout the course.