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Question 4 Service Operations Management Your first job after graduating from the University of Manchester is to work as a consultant at a global leading

Question 4 Service Operations Management

Your first job after graduating from the University of Manchester is to work as a consultant at a global leading consultancy firm. After the second cycle of new hire training, you are asked to:

A. Critically discuss the use of ServQual in service quality improvement in consultancy.

(50 marks)

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