Chapter 14. Improving Service Quality and Productivity

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Explain how quality and productivity relate to each other in a service context.

Image LO 2 Describe the dimensions of service quality.

Image LO 3 Demonstrate how to use the gaps model for diagnosing and addressing service quality problems.

LO 4 Differentiate between hard and soft measures of service quality.

LO 5 Explain ...

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