Perceptions experiences scale reflects the respondents

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Unformatted text preview: ns (experiences) Scale reflects the respondent’s “zone of tolerance” or or the range of the company’s performance between “acceptable” and “desired” service levels (i.e., quality of the service encounter) quality copyright Art Weinstein, Ph.D., 2011 4 5 Dimensions of Service Quality Reliability – perform promised service dependably Responsiveness – provide prompt service Responsiveness provide Assurance – employees’ knowledge, courtesy and ability to inspire trust and confidence ability Tangibles – facilities, equipment and appearance of Tangibles personnel personnel Empathy - caring, individualized attention to customer needs customer copyright Art Weinstein, Ph.D., 2011 copyright 5 SERVQUAL Model - Gap Anal...
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This document was uploaded on 02/14/2014 for the course CRM 3550 at Nova Southeastern University.

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