Listening to the customer is the first step in service recovery.
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Q13: Services are considered heterogenous which means they
Q14: Procedural fairness pertains to a customer's perception
Q15: The zone of tolerance refers to the
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Q17: In training service providers, service quality goals
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Q20: A delivery gap implies a service failure.
Q21: The owners of hotels whose services are
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Q23: What refers to the variability in a
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