Discuss the basics of the SERVQUAL measurement instrument in terms of how gap scores are calculated for

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Discuss the basics of the SERVQUAL measurement instrument in terms of how “gap scores” are calculated for each of the five service quality dimensions.

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Services Marketing Concepts, Strategies, & Cases

ISBN: 978-1439039397

4th edition

Authors: Douglas Hoffman, john Bateson

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Question Posted: Aug 31, 2012 02:29 AM

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Discuss the basics of the SERVQUAL measurement instrument in terms of how gap scores are calculated for

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SERVQUAL is a 44item scale that measures customer exp...View the full answer

Services Marketing Concepts, Strategies, & Cases

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