Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series)
Released: Apr 01, 2004
Publisher: Marketing Science Institute
Format: Paperback, 86 pages
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Description:
Summarizes "what we know" and "what we still need to know" about service quality: how to define and measure it and how to improve service performance. Discusses the link between service quality, customer loyalty, and profitability, and the challenge of delivering service quality on the Internet.
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