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Research gap customer expectations mgt perceptions 2

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Unformatted text preview: ysis 1. Research gap customer expectations<->mgt. perceptions 2. Planning & design gap mgt. perceptions<->service specifications 3. Implementation gap service specifications<->service delivery 4. Communication gap service delivery<->external communication 5. Reality gap customer expectations<->the experience copyright Art Weinstein, Ph.D., 2011 6 Zemke’s Keys: 9 Principles of Service Quality Listening precedes action Reliability is key Flawless execution of the “basics” Pay attention to service design Perform service recovery well Surprise customers Practice “fair play” Promote teamwork Internal service begets external service http://www.youtube.com/watc...
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