Unformatted text preview: Assessing Service Quality oAudit service to identify strengths and
weaknesses oln particular, look for discrepancies between: 1. Customer expectations and management
perception of those expectations 2. Management perceptions customer expectations
and service-quality specifications Service quality and service actually delivered Customers' expectations of the service provider
and their perceptions of provider delivery ...
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- Spring '11
- Dr.sun
- Management
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