The purpose of service recovery is to restore customer satisfaction to strongly dissatisfied customers
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Q7: Manufacturing operations are classified according to the
Q9: The five characteristics that typically distinguish a
Q9: The first step in the service-profit chain
Q10: Since the Baldrige Award is directly based
Q11: All manufacturing operations produce physical goods.
Q12: In TQM, customer focus and satisfaction, continuous
Q13: Higher productivity is good not only for
Q15: Extrinsic productivity indicates how much labor, capital,
Q16: Total quality management (TQM) is an integrated
Q18: Generally speaking, it costs ten times as
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