Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

تمرين 2

Choose an organization to interview, and use the integrated gaps model of service quality as a framework. Ask the manager whether the organization suffers from any of the factors listed in the figures in this chapter. Which factor in each of Figures 2.2 through 2.5 does the manager consider the most troublesome? What does the company do to try to address the problems?