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Table Of Contents

The evolution of service quality
Disconfirmation of expectations (Oliver 1980)
The Nordic model
The three-component model Rust & Oliver (1994)
Customer expectations of service
Customer perceptions
Factors Influencing Customer Satisfaction
Outcomes of Customer Satisfaction
Service Quality
The SERVQUAL dimensions – Perceived Service Quality
The Five Dimensions of Service Quality
The Service Encounter
Critical Service Encounters Research
Recovery
Adaptability
Spontaneity
Coping
SERVQUAL Attributes
Provider Gap 1
Common Research Objectives for Services
Stages in the Research Process
Portfolio of Services Research
Importance/Performance Matrix
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BM404_lecture3

BM404_lecture3

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Published by: preeti307 on Sep 23, 2010
Copyright:Attribution Non-commercial

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05/24/2012

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