Marketing: Real People, Real Choices (9th Edition)
9th Edition
ISBN: 9780134292663
Author: Michael R. Solomon, Greg W. Marshall, Elnora W. Stuart
Publisher: PEARSON
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Chapter 12, Problem 13QA
Summary Introduction
To describe: The dimensions consumers and business customers use to evaluate service quality. The way in which marketers should respond to failure in service quality.
Introduction:Service quality refers to how well a service has been able to satisfy and fulfil the needs and expectations of a customer.
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What dimensions do consumers and business customers use to evaluate service quality? how should marketers respond to failures in service quality?
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Marketing: Real People, Real Choices (9th Edition)
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