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Explain why quality is important and how customer complaints can be resolved. (5) 1.2 Categorise the costs of quality. (10) 1.3 Using the determinants of

Explain why quality is important and how customer complaints can be resolved. (5) 1.2 Categorise the costs of quality. (10) 1.3 Using the determinants of service quality, discuss how customer satisfaction can be improved

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