In measuring service quality, responsiveness is the caring, individualized attention the service firm provides to each customer.
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Q28: Research has shown that only 1 out
Q29: On the average, an unhappy customer will
Q30: In measuring service quality, tangibles refer to
Q31: In measuring service quality, assurance is the
Q32: In measuring service quality, empathy is the
Q34: In measuring service quality, assurance is the
Q35: The advantage of using internal measures of
Q36: Service recovery is the process of attempting
Q37: Service failures do not automatically result in
Q38: A successful service recovery program can overcome
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