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Question 1: Describe the various switching barriers discussed in the text. What switching barriers might you face in switching banks?Mobile telephone service providers?Universities? Question 2:

Question 1:

Describe the various switching barriers discussed in the text. What switching barriers might you face in switching banks?Mobile telephone service providers?Universities?

Question 2:

What are the benefits to the company of an effective service guarantee? Should every service organization have one?

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