5. Visit Amazon.coms website. Visit a traditional bookstore. How would you compare the two experiences? Compare and

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5. Visit Amazon.com’s website. Visit a traditional bookstore. How would you compare the two experiences? Compare and contrast the factors that most influenced your satisfaction and perceptions of service quality in the two different situations. When would you choose to use one versus the other?

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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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