How would you define excellent service quality for an enquiry/information service provided by your cell phone or

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How would you define “excellent service quality” for an enquiry/information service provided by your cell phone or electricity service provider? Call a service organization and go through a service encounter and evaluate it against your definition of “excellence.”

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Services Marketing People Technology Strategy

ISBN: 9781944659011

8th Edition

Authors: Jochen Wirtz, Christopher Lovelock

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