Topic 2 Service Marketing (Conceptual Framework of the Service Quality)

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Things that I discussed in teaching video...
-Introduce customer perception of service quality, customer satisfaction, and customer loyalty
-Introduce the gaps model of service quality framework
-Demonstrate that the most critical service quality to close is the customer gap, the difference between customer expectations and perceptions
-Discuss about zones of tolerance and factors effecting customer desired and adequate service
-Identify the factors responsible for each of the four provider gaps

Note: The lecture is explaining in Burmese Language.
Category
Management
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