Discuss the distinction between zero defects and zero defections.

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Services Marketing Concepts, Strategies, & Cases

ISBN: 978-1439039397

4th edition

Authors: Douglas Hoffman, john Bateson

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Question Posted: Aug 31, 2012 02:30 AM

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Discuss the distinction between zero defects and zero defections.

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Because of the unique properties of the service delivery system the zero defects m...View the full answer

Services Marketing Concepts, Strategies, & Cases

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