Question: Discuss the distinction between voluntary services and involuntary services. Why is this distinction important in our understanding of service quality? What is SERVQUAL? How does

Discuss the distinction between voluntary services and involuntary services. Why is this distinction important in our understanding of service quality?

What is SERVQUAL? How does SERVQUAL help a firm assess its service quality?

Discuss the initiatives that the U.S. government has taken to increase its emphasis on service quality. Are they effective?

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Question: Discuss the distinction between voluntary services and involuntary services. Why is this distinction important in our understanding of service quality? What is SERVQUAL? How does

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