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service quality

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redzuannazli
Mind Map by redzuannazli, updated more than 1 year ago
redzuannazli
Created by redzuannazli over 8 years ago
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Resource summary

service quality
  1. WHAT IS SERVICE QUALITY
    1. expected service
      1. Christian Gronroos approach
        1. functional
          1. technical
          2. 5 areas
            1. tangibles
              1. reliability
                1. responsiveness
                  1. assurance
                    1. empathy
                  2. THE GAP MODEL
                    1. misunderstanding expectations
                      1. market research
                        1. info flows
                          1. relationships
                          2. wrong specification
                            1. failure to deliver
                              1. problems
                                1. requirements
                                2. over promising
                                3. THE OUTCOMES
                                  1. benefits
                                    1. features
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