By the end of this chapter, the reader should be able to:
LO 1 Explain how quality and productivity relate to each other in a service context.
LO 2 Describe the dimensions of service quality.
LO 3 Demonstrate how to use the gaps model for diagnosing and addressing service quality problems.
LO 4 Differentiate between hard and soft measures of service quality.
LO 5 Explain ...