Principles Of Marketing
17th Edition
ISBN: 9780134492513
Author: Kotler, Philip, Armstrong, Gary (gary M.)
Publisher: Pearson Higher Education,
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1. What are the determinants of service quality?
2. Explain the service quality model and each gap of the model.
3. What are prevention, appraisal, and failure (internal and external) costs.
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1. Service quality is defined by the customer's perception of a service's eminence or worth. It is affected by a number of things, which are known to affect service quality. Some of the most significant factors that influence service quality are listed below:
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