Service Quality

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Written by:

Sherry H


Date added:

December 6, 2011








No of pages / words:

8 / 1980


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5872 times


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| |ic| | |] | | |[p|What are the three "new" elements of the services marketing mix? | |ic| | |] | | |[p|Explain each of the three new P’s and provide an example of each. | |ic| | |] | | |[p|Why would a manufacturing firm be interested in services marketing? | |ic| | |] | | |[p|How is technology changing the nature of service? | |ic| | |] | | Chapter 2 - The Integrated Gaps Model of Service Quality |[p|In one sentence, what is the "Gaps Model of Service Quality"? | |ic| | |] | | |[p|When might customer expectations differ from customer perceptions? | |ic| | |] | | |[p|What is the "customer gap"? | |ic| | |] | | |[p|Briefly describe Gaps 1, 2, 3, and 4, and be able to provide an example (other than what is in the text book) of what might cause each one...
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| |ic| | |] | | |[p|What is the point of looking at the four provider gaps? | |ic| | |] | | Chapter 3 - Consumer Behavior in Services |[p|What is meant by search qualities? experience qualities? credence qualities? Provide examples (other than those in the text book) of products high in | |ic|each of these three categories...
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