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Based on the service-quality "gaps" model, the researchers identified five determinants of service ...

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Based on the service-quality "gaps" model, the researchers identified five determinants of service ...

Question 1.

The service quality of a firm is tested at each customer encounter. The service-quality model highlights the main requirements for delivering high service quality. The model identifies five gaps that cause unsuccessful delivery. List each of these gaps.

Question 2.

Based on the service-quality "gaps" model, the researchers identified five determinants of service quality. List and briefly explain each.

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Marketing Management

Edition: 13^th

Authors: Kotler, Keller

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More solutions for this book are available here

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sjbux Author

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Exactly what I needed for my project, TYSM

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