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Unformatted text preview: Gap 4- This also can be related to calling a tech support line. Often, at the beginning of a call your told how long you can expect to wait. However, when there are large call volumes and other customers have lengthy problems, the wait is often far longer than expected and you are placed on hold numerous times. 2. Research the Malcolm Baldrige National Quality Award on the Internet ( http://www.quality.nist.gov ). What service companies have won the award? In your opinion, what impact has the award had on the quality of service provided by service firms? Some service companies that have won the award are Pals Sudden Service, Merril Lynch, AT&T, and Fed Ex. I think the award would lead to companies striving to achieve higher standards in an effort to win the award....
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- Spring '08