Question: Develop a simple questionnaire designed to measure the key components of customer expectations (i.e., desired, adequate and predicted service, and the zone of tolerance). Conduct

Develop a simple questionnaire designed to measure the key components of customer expectations (i.e., desired, adequate and predicted service, and the zone of tolerance). Conduct 10 interviews with key target customers of a service of your choice to understand the structure of their expectations.

Based on your fi ndings, develop recommendations for fi rms off ering this service.

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