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Documents Chapter-4 - Customer Expectations of Service

SERVICE MARKETING Customer Expectations of Service Stanley S. Rodrick 1  Undoubtedly, the greatest gap between customer expectations and service delivery exists when customers…

Documents Consumer Behaviour in Services

Consumer Behaviour in Services CONSUMER PROBLEM  TIME DEFICIENCY  REASONS: dual career couples, single parent families  IT LEADS TO: demand for different services…

Business UoLCMI Day1

1. Level 5 Diploma in Management and LeadershipWelcome to Unit 5008 Marketing Planning with Katherine Bulland Brendan Fawcett 2. Learning objectives You should be are able…

Documents Seminar 2

ECEW 22-23 May 2012 Customer Perceptions of Service Professor Alan Wilson University of Strathclyde Business School ECEW 22-23 May 2012 • To understand the zone of tolerance…