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sjbux sjbux
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5 years ago

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.
Textbook 
Marketing Management

Marketing Management


Edition: 13th
Authors:
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AndreasnlnvldAndreasnlnvld
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sjbux Author
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#2
5 years ago
Exactly what I needed for my project, TYSM
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