Setting goals and standardizing service delivery tasks will help close GAP 3, the service performance gap.
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Q14: The concept of quality service deployment is
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
Q20: According to the SERVQUAL quality assessment instrument,
Q21: The costs of quality for services include
Q22: A gap in service quality is not
Q23: Which of the following is not a
Q24: Which one of the following is not
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