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Number of Pages 6
levels A service organization in any industry, from healthcare to hotels, is highly reliant on the experience it provides for the customer. Where a customer does not have the experience that they expect there is a gap. The writer looks at the way that a service gaps may be measured, looking at different aspects of service and different potential gaps as well as issues that might impact on the way a gap analysis is undertaken. Seven sources are cited in this 6 page paper.
File: TS14_TEsergap.rtf
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