Master Class: Service Quality - The Gaps Model & Diagnosing Quality Shortfalls
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YouTubeProfessor Jochen Wirtz
Master Class: Service Quality - The Gaps Model & Diagnosing Quality Shortfalls
Discusses what is service quality, how important it is, and how we can explain quality shortfalls, and how to close the gaps. Importantly, it also discussed whether one can invest too much into quality and what the right level of investment should be.
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