5. Using the section on managing customer expectations, put yourself in the position of your professor, who
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5. Using the section on managing customer expectations, put yourself in the position of your professor, who must reduce the amount of “service” provided to the students in your class. Give an example of each strategy in this context. Which of the strategies would work best with you (the student) in managing your expectations? Why?
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Services Marketing Integrating Customer Focus Across The Firm
ISBN: 9780078112102
7th Edition
Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
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