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  • 第七讲 服务质量与服务补救

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    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    15 views33 pages

    第七讲 服务质量与服务补救

    Uploaded by

    xinearpinger

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 33

    2012/4/12

    2012/4/12

    what

    how
    2

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    http://finance.sina.com.cn 20050308 13:45

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    SERVQUAL

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    SERVQUAL
    ParasuramanZeithaml Berry
    19851988
    Q0
    Q1
    Q1Q0

    Q1 =Q0

    Q1 Q0

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    SERVQUAL
    1

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    SERVQUAL
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    ISO90002000

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    /Service Failure


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    http://yytv.rednet.com.cn 2003-5-6
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    Service Recovery

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