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service quality

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redzuannazli
Mapa Mental por redzuannazli, atualizado more than 1 year ago
redzuannazli
Criado por redzuannazli mais de 8 anos atrás
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Resumo de Recurso

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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