The concept of quality service deployment is based on the belief that services should be designed to reflect customer requirements.
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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
Q12: The first stage or rung of the
Q13: A process is said to be in
Q15: When customer expectations are confirmed by perceptions,
Q16: A service guarantee becomes a service winner
Q17: Joseph M. Juran identified internal failure costs,
Q18: A customer's failure to remember the process
Q19: Setting goals and standardizing service delivery tasks
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