BTM 311 EXAM.docx - MAASAI MARA UNIVERSITY REGULAR...

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MAASAI MARA UNIVERSITY REGULAR UNIVERSITY EXAMINATIONS 2016/2017 ACADEMIC YEAR THIRD YEAR FIRST SEMESTER SCHOOL OF TOURISM AND NATURAL RESOURCE MANAGEMENT BACHELOR OF TOURISM MANAGEMENT COURSE CODE: BTM 311 COURSE TITLE: SERVICE QUALITY DATE: 23 RD JANUARY 2017 TIME: 08:30– 10:30AM INSTRUCTIONS TO CANDIDATES Answer all questions in SECTION A and any other three in SECTION B 1
Section A is compulsory; Answer any three (3) in Section B Section A: Compulsory 1. Read the case studyThe chairman of Magical Kenya has stated that he believes the tourismindustry can grow the Kenyan economy “beyond all expectations”. Hebelieves that the industry must exploit the opportunities offered by theworldwide media coverage generated by large sporting and conferenceevents held in Kenya in the recent past and translate this coverage intovisits to the country. He goes on to state that this can only be delivered “ifeveryone works together”. He also identifies the need to provide “a

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