1. Explain what is meant by cognitive dissonance. Why is this concept important to marketers?

2. Give two examples of services that show a good match between customer expectations and service delivery. Give two examples of services that do not show a good match. Explain your rationale or criteria for your conclusions.

3. Artificial Intelligence is becoming a major disruptive force that will have both positive and negative effects on our economy and the workforce. Provide two positive and two negative examples that are consequences of the growth of AI. Explain your rationale or criteria for your conclusions.