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What is Managing Service Variability in Marketing about?

This document discusses key aspects of managing customer service quality. It focuses on relationship marketing through exchanging value that meets or exceeds promises. Companies must manage variability in service delivery using a diagnostic model that examines the environmental setting, job design, processes, and training to identify and address customer service issues. The goal is to create a work environment through job design where tasks are clear and staff feel motivated through training opportunities t

Author

Amber Aguero Ebbyla

Language

EN