case study answer 5 questions

the case comes from a book called "services marketing". 7th edition. Author: Lovelock. -There are 5 questions at the end of the case. i need apply theory on the case study in answering these 5 questions . -Answer these 5 questions from the case study and use as much as possible theory and tools from Slides of week 2,4,5,6,7,9,10 in each answer which are the most important. and but example from the case study.