5

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Chanrs@ms68.hinet.net 0955-268997
http://mypaper.pchome.com.tw/chanrs








MTP


Ritz Carlton

15

excellence


Lexus Mercedes Benz



value
=
-



conformance to specifications



meeting or exceeding
customers expectations







expectation

Ex:




perception

Ex:




SQ = P - E
P>E

PE

P<E




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