The first stage or rung of the service quality ladder is cost of quality.
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Q7: Managing evidence of information is the key
Q8: Severity of failure, speed of recovery, service
Q9: The systematic-response approach to service recovery uses
Q10: Fixing service-process problems before they affect the
Q11: The walk-through audit (WtA) focuses on the
Q13: A process is said to be in
Q14: The concept of quality service deployment is
Q15: When customer expectations are confirmed by perceptions,
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Q17: Joseph M. Juran identified internal failure costs,
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