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Chpt 13 What Is a service? Customer Service How do services differ from products? Factors differentiating services from goods o Inseparable o Intangible o Perishable

Chpt 13 What Is a service? Customer Service How do services differ from products? Factors differentiating services from goods o Inseparable o Intangible o Perishable o Variability on service The Gaps Model Knowledge Gap Standards Gap Delivery Gap Communication Gap Building blocks of service Reliability Responsiveness Assurance Empathy Tangibles

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