Name: ____________________________________ Course and Year:____________________

Case No. 2
Arlene and Rochelle dined at a restaurant in Iloilo which is very famous because of its excellent
local food and incomparable hospitality. Finding the restaurant was an easy thing to do as it is
very near a popular mall and is in proximity to other areas like hotels, market, and other
shopping centers. As they approach the restaurant, they were immediately welcomed and greeted
with warm smiles from the staff After asking how many they are in the group, Sheryl, the food
attendant, pulled out each chair and made sure that everyone was comfortably seated. Right after,
she gave the menu to each of the members of the group and gladly mentioned their specialties of
the day. As Arlene and Rochelle, together with the other members of the group. are already
hungry, they immediately ordered food. In no less than 15 minutes, the food was delivered
impeccably. Sheryl rushed over, making sure that the food was served hot and was served
respectively to the specific members of the group. The group was really amused with the
sumptuous food that was served to them, from the steamed rice to the very delectable pork and
beans dish that was a specialty of the region. As another set of food was delivered to the table,
Sheryl became puzzled. There was no more space on the table where the dish will be placed, and
it seemed that the party was really enjoying their dining experience: Sheryl was hesitant to
disturb. So, what she did was to grab the rice platter and offered it to the person in the group
whose appetite was very good. She emptied the platter to him/her, and the person was really
elated as this is not a usual thing for a food attendant to do, but still she thought of the idea so
that she can now place the next dish on the table. The group ended up very much delighted of the
food and the service that Sheryl and her colleagues provided them. Arlene and Rochelle, now
very much grateful, shared their experience to their friends and relatives, reminding them to
always make a stop in this restaurant whenever they are in the region. Truly, Iloilo at its best
hospitality! What type of service did Arlene and Rochelle experienced?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name:____________________________________ Course and
Year:_____________________
Activity No. 2
1. What is guestology? Why is it important?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What is a GUESTOLOGIST? What does it take to be one?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. Why are customer expectations important?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. Who defines quality and value?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. What is value? What is quality?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: _________________________________ Course and Year:_______________________
Exercise No. 2
On your stroll to a nearby mall, check out how customers appraise the quality and value of a
service that they would want to try. Also, check out how the service providers ensure that their
guests are taken care of.
Name: _________________________________ Course and Year:_______________________

Case No. 3
Hotel DAVC, designed by popular local architects, boasts of its stylish design and enjoys the
harbor view of Manila Bay. It showcases a rooftop heated pool, pampering spa services, and a
gym. The hotel is a three-minute walk from a train station. The shopping district is also 10
minutes away via train. Shuttle service between the other hotels runs every 30 minutes. It also
offers one hundred percent (100%) electric transportation as part of its green marketing strategies
that can be booked prior to arrival. The chic guest rooms feature free Wi-Fi and stun in bright-
colored palettes. Targeting foreign guests, the room also features free international calls, a FREE
fully stocked minibar, and a smartphone with unlimited data for traveling in the city. Inside the
room, the guest will see the hotel management's concern for the environment as direct drinking
water is dispensed through room tap to avoid the use of plastics. The hotel also features a fitness
center, a spa, and an infinity pool. For business travelers, a well-equipped business center and
concierge service are made available. The LMGC Restaurant serves light food among a green
veranda, featuring indoor plants, while dishes are served by international chefs. Are the
strategies for guest comfort a highlight in this hotel? Explain how.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: _________________________________ Course and Year:_______________________

Activity No. 3
1. What are the three Porter's generic strategies? Define each strategy.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What is the difference between internal and external assessment?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. What are the factors that Ford has mentioned?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. What are the different types of competitors?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. Differentiate resource supplier, capital supplier, and labor supply.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: _________________________________ Course and Year:_______________________

Exercise No. 3
With the food service establishments that you have dined at before, reflect on the strategies they
adopted to be able to push through with their operations amid different circumstances and
different markets. Write down a narrative differentiating their strategies.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: _________________________________ Course and Year:_______________________

Case No. 4
A famous Chinese restaurant in the metro is known for its dim sum and noodles. This restaurant
was built in the 1950s and it is still operated by the same family, still utilizing the same
ingredients. Upon eating, a person can see the steam equipment where there are fresh buns in the
dining room. The entryway has no doors, but a curtain made of beads serves as its opening. The
scent of eggs and oil cooked together emanates within the restaurant's premises. That is why
when dining, a person can get a rustic feeling while eating the sumptuous dim sum. Do you
think the atmosphere of the dining room affects the dining experience of the guest here?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 4
1. What is a servicescape?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What is the importance of servicescape in service itself?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. Who is Albert J. Rutledge? What is his contribution in hospitality, leisure, and tourism
design?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. What are the principles of design for leisure spaces?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. How is design connected to guest staying longer in a place?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 4
On a visit to a nearby resort, check on the design principles implemented and not implemented.
Make some necessary recommendations.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Case No. 5
Pacifico San Pedro has recently retired from Maginhawa Hotel, a hotel known to provide the best
service in an island province. Before retirement, he served as the assistant general manager of the
hotel for 15 years. Mr. San Pedro started working in the hotel as a bell boy and worked his way
up the corporate ladder of the hotel. All his professional life he spent with the hotel and he was
awarded and recognized in different capacities as a model employee of the organization. He was
also a recipient of the Kaagapay Awards, a national recognition for outstanding professionals in
the hospitality and tourism industry.

Maginhawa Hotel is the choice hotel among vacation seekers in the holiday island of Bolawan.
The hotel prides itself of providing service the "maginhawa" way. Guests are treated and
pampered as royalties starting from the moment they set foot on the island up to the time they
take off from the destination. Guests are assigned personal butlers all throughout their stay and
are given the privacy as they desire. The hotel anticipates the needs and wants of the guests by
studying the profile and preparing for what they may possibly ask once they arrive.

The retirement of Mr. San Pedro has left a void that is hard to fill. His style of work endeared
him to all employees from all levels of the organization. His work experience also gave him
insights about the culture and experiences of the different units in the organization. These gave
him inputs on how to run the operations of the organization. The spot he left has a lot of possible
candidates being considered by the organization. External applicants are aplenty coming from
known hotels and are equipped with significant experiences to competently fill in the spot.
Internal candidates also abound with different work experiences and competencies that are also
qualified to take over the position.
Given the choices, what would be the qualifications to consider for the best candidate?
What are the processes to screen and select the applicants? What would be the factors to
consider when making decisions to hire for a position?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 5
1. What are the steps of recruiting employees in an organization?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What are the different approaches and techniques of screening candidates?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. What are the differences between external and internal trainings?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. What are the advantages of empowering employees?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. What is the importance of culture to an organization?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 5
In order to augment the understanding in the industry practice, students (with four members in
each group) will interview a hospitality establishment (hotel, restaurant, or travel agency)
manager and learn their hiring practice. Also, check if there is an existing culture in the
organization. How are the employees empowered? What are their training and orientation
processes? After the short interview, present the groups' findings in class.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________
Case No. 6
A family-owned Filipino-Chinese fast-food chain has been in existence for more than a decade
already. Upon the retirement of the family patriarch, the next generation owners decided to
expand their operation. The fast-food chain branches have only been placed to areas proximate to
the commissary of the company. The commissary also locates the executive and administrative
offices. In its area of operation, the fast-food chain fares well against its competition. The
success can be attributed to the familiarity of the locals to the food that the restaurant offers.
Also, a great portion of the menu is categorized as a good pasalubong present for out-of-own
travelers.

Being in the category of quick service restaurant, what would be the best strategy to take
when the restaurant opens in places dominated by nationally known quick service
restaurants (QSRs)? What type of service can be adopted in order to hold ground against
the competitors?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 6
1. How do the challenges of service innovation and design affect organizations?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What are the guiding principles of service design?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. What are the different methods and tools used to analyze service process?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. What are the bases of classifying service setting?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. What are the different factors that contribute to service process redesign?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 6
In a nearby coffee shop (cafeteria or canteen), observe the different service design factors that it
implemented in its service concept. Try to compare it with your other classmates and have it in
your class discussion.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________
Case No. 7
The Gutierrez family owns the Amianan ti Bantay Farm and Resort located in Pangasinan. The
farm is a very popular resort destination every summer. It offers multiple activities like hiking,
camping, fishing, swimming, horseback riding, and all- terrain vehicle (ATV). It has facilities for
overnight stays, including a dormitory building, multiple huts, and a camping ground. Day
visitors are treated to three adult pools and one kiddie pool. The 20-hectare lot is teemed with
fruit-bearing trees and a petting zoo of different farm animals.

Guests have to book at least six months prior to their stay in order to reserve a slot for the
summer season. The management is keenly observing the carrying capacity of the area, that is
why walk-ins are strongly discouraged. A very small percentage of guests are walk-ins and they
have to wait to know if there are slots coming from "no-shows" or cancellations. The farm is also
strict in observing use of materials that are harmful to the environment. Guests need not bring
anything in the resort because the package paid for already includes basic amenities. Guests are
allowed to bring personal items and clothes. Food, accommodation, and other utilities are
provided. Service staff are always available to attend to the needs of guests. They are trained to
be courteous, flexible, and gracious to the guests and co-employees.

After the summer season, the farm closes for some time to allow the place to recover. Although
the farm opens after two months, there is barely any activity that happens during this time.
Guests are almost inexistent, and operations are at a minimum.
Given the situation, what should be the strategy or strategies in order to maximize
productivity and yield of the farm? What are the policies of the resort that could be
retained? What should be changed? What should be done to bring in customers after
summer season?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 7
1. What are the different approaches to management of demand? How do they differ?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What are the advantages and disadvantages of waiting and queueing lines?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. What are the different factors that affect capacity constraints?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. What are the strategies that can be considered in aligning capacity and demand?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. What is the importance of yield management to the service organization?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 7
As part of your presentation in class, proceed and visit fast-food establishments. Observe and
compare the queuing, waiting, and ordering systems of three famous quick service restaurants or
fast-food restaurants. Analyze which has the fastest and most convenient service. Discuss their
front-end operations.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________
Case No. 8
Dampa is a restaurant complex made popular because of the unique way on how the restaurants
in the area serve their customers. This complex usually incudes, a wet and dry market, rows of
restaurants, parking spaces, and other amenities. Diners are instructed to proceed to the market
and buy or shop the fresh produce that they intend to eat. Usually, the wet market vendors sell
freshly caught seafoods, including shrimps, crabs, oysters, fish, and others. Meat, poultry, and
vegetables are also available. Once done with the market, the restaurant crew will offer to cook
the goods that were bought from the market for a fee. Customers can choose how they want the
food to be cooked. This experience would guarantee that the produce bought from the market
will be immediately prepared and served to the customers.

This concept started with the simple wet market to the cook of the cafeteria practice until it has
evolved into high-end restaurants offering prized seafood catch. Based on this case, what were
the roles played by an organization and by customers? What led to the success of this type
of business model? What are the strategies that can be applied to further increase customer
satisfaction and service value? Is it possible that this can be applied in other businesses?
How?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 8
1. Discuss the general importance of customers in the successful creation and delivery of
service experiences.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. Why might customer actions and attitudes cause the service performance gap to occur?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. Discuss the customer's role as a productive resource for the organization.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. Discuss the customer's role as a contributor to service quality and satisfaction.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. Discuss the customer's role as a potential competitor.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 8
How are utilities paid nowadays? If you have not experienced paying utility bills yet, go with
your parents and observe how payments are transacted nowadays. Interview your parents as well
on how they pay bills 10 or 15 years ago. Is there any difference in the process? Which do you
think is more convenient? Which involves more action from the payee? What do you think are
the advantages and disadvantages of each?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________
Case No. 9
K-pop artists Tina Kim and Liz Kim were going to Mindanao for a series of concerts. They were
boarding Mindanao Air, a local airline company catering to air travel within the Philippines.
While walking toward the tarmac of the airplane, they noticed that their pink wardrobe was
actually mishandled. Apart from this, they also noticed that some of the luggage were also
thrown toward the compartment of the aircraft. Upon seeing this, Liz and Tina immediately
called the attention of the nearest flight crew member they could approach. The attendant just
nodded her head, telling them that it was alright and that their concern would be readily
addressed. Upon reaching Davao (the first leg of their concert tour), the K-pop artists
immediately went to the bag drop carousel to check on their wardrobe. Unfortunately, the dresses
were worn-out because of the improper handling of the grounds staff. The sleeves were torn and
cannot be remedied by simple repair and should be replaced as soon as possible. They
immediately went to the bag drop counter and tried to file a complaint against the airline
company and demanded that their dresses for the upcoming concert be replaced as soon as
possible. If you were the representative of the airline company, how would you respond to
this situation?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 9
1. What is service failure and service recovery? How are they related to each other?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What are the different types of service failures?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. When service failures happen, how do guests usually respond?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. To remedy service failures, what strategies can be adopted?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. How will you respond to service failures positively?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 9
List down a number of service failures you have experienced from a restaurant, a hotel, an event,
a tour, and a leisure activity. Reflect if the failures were treated positively or negatively. Check
also if there were service recovery mechanisms in place when you have experienced the service
failure.
Name: ____________________________________ Course and Year:____________________
Case No. 10
Bigtwo is a leading beverage company in the Philippines. It produces and sells different kinds of
drinks, such as juice, soft drink, milk products, tea drinks, and water. Since it started operation in
the 1960s, the company has become a major beverage company and has been expanding in the
international setting. The company is also diversifying into frozen food products and
transportation. It has endured competition from the local and international giants and has
established itself as a pillar among the organizations that found their roots from our country. Its
known brands include Cestwo for juices, Twootbeer for cola drinks, and Twobee for bottled
water. Its transportation arm has two established brands, namely, Grabbee (for motorcycle rides)
and Balangkas (for four wheels). Soon, Bigtwo will earn the "Trusted Brand" recognition. The
brands have popularized the tagline "Heading the Filipino Way." Bigtwo has stood its ground
against international beverage giants, and it is putting up a good challenge that was not
encountered in other countries.

Bigtwo has endeared itself to the local market by capturing the taste and preferences of its
clients. It also positioned itself as a brand close to the heart of the Filipinos. Aside from its taste,
Bigtwo took advantage of the sense of nationalism and pride of selling the idea that their
products are proudly Philippine-made.

Based on the story, what are the areas to consider in order to establish a successful
organization? How do we define service leadership? In this case, how will the organization
be classified?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Activity No. 10
1. Define service quality, productivity, and profitability.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. Differentiate the different dimensions of service quality.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. What is customer feedback?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. Discuss the tools used to analyze service quality problems.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
5. What is the concept of productivity?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
6. What are the kinds of system approaches to service quality and productivity?
________________________________________________________________________
________________________________________________________________________
 ________________________________________________________________________
________________________________________________________________________
7. What are the different kinds of firms based on service leadership?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Name: ____________________________________ Course and Year:____________________

Exercise No. 10
Visit a known convenience store chain or a well-known supermarket chain. Observe the structure
and design of the store and its employees and customers. Based on what you learned in this
chapter, what kind of firm does the subject qualifies at? Explain your answer. Prepare a chart
highlighting the basis of your evaluation.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________