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Focusing on the critical need for quality in service industries, this book emphasizes the importance of effective research and testing to enhance service performance. It addresses the prevalent issues of insufficient and inconsistent service, advocating for established measures to evaluate and improve service quality. By highlighting the economic significance of the tertiary sector, it calls for a systematic approach to understanding and addressing service-related complaints, ultimately aiming for a more reliable service experience.
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Measuring Service Performance, Ralf Lisch
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- Pubblicato
- 2024
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