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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
16 Designing Service Excellence
emotive spectrum: poor or superior quality. Customers, as social beings, are
often able to very quickly distinguish between good and poor quality service.
A “couldn’t care less” attitude on the part of the service provider may be a
readily recognizable sign that the service will be poor quality. Superior qual-
ity may be equally easily recognizable by a service provider’s attentiveness
and concern. Service quality may fall anywhere between these two extremes.
For both parties in a service transaction, quality perception is a matter of
social rapport and sensitivity.
Service and Trust
The trust element means that deliv ...
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Publisher Resources

ISBN: 9781439840467