Bundle: Contemporary Marketing, Loose-Leaf Version, 17th + LMS Integrated MindTapV2.0 Contemporary Marketing, 1 term (6 months) Printed Access Card
17th Edition
ISBN: 9781337493819
Author: BOONE, Louis E., Kurtz, David L.
Publisher: Cengage Learning
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Chapter 12, Problem 1EE
Summary Introduction
To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.
The five variables of services are as follows:
- v Tangibles
- v Reliability
- v Responsiveness
- v Assurances
- v Empathy
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