COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery Link
Customer Satisfaction Link
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Experience
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SERVQUAL
Zone of Tolerance
Service Guarantee
-_______________ is a key determinant if any organization's ability to sustain long-term profitability.
Correct Answer:
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Q27: Which of the following characteristics is NOT
Q28: Of the connections between the customer and
Q29: Which of the following dimensions is NOT
Q30: A service organization is setting itself up
Q31: Of the connections between the customer and
Q33: It is a good idea for service
Q34: Service guarantees are ways to reduce customer's
Q35: Which is NOT a major service quality
Q36: A service profit chain recognizes that there
Q37: A service guarantee should be viewed as
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