Service Quality Learning Objectives Describe the five dimensions of service quality. Use the service quality gap model to diagnose quality problems…
Slide 1Passive Data Gathering A low cost solution for identifying customer service gaps. Slide 2 Passive Data Gathering Define Passive Data GatheringDefine Passive Data Gathering…
Slide 1 任維廉 THE HISTORY AND FUTURE OF SERVICE QUALITY ASSESSMENT: CONNECTING CUSTOMER NEEDS AND EXPECTATIONS TO BUSINESS PROCESSES GRAPENTINE, T., MARKETING RESEARCH,…