Providing a clean service environment (such as a clean auto-repair facility)affects the "tangible" dimension of service quality.
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Q8: Failure to identify appropriate quality dimensions has
Q9: The total package of products and services
Q10: According to Kano's classifications,as customers become more
Q11: Customer-contact employees are employees who experience "moments
Q12: Sellers that provide the greatest CPV at
Q14: A product's primary operating characteristics is referred
Q15: Gross present value of the customer (GPVC)is
Q16: Surveys are a more effective means of
Q17: A disadvantage of focus groups is the
Q18: At the process level,the internal customers are
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