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Customer Service Quality Assessment Model by diego323231 is a document available to read on EtoBox.
What is Customer Service Quality Assessment Model about?
The paper presents a multi-stage model that explains how customers assess service quality and value, particularly in the context of local telephone service. It emphasizes the role of prior experiences, expectations, and disconfirmation in shaping customer evaluations of service performance, quality, and value. The findings suggest that perceived performance levels significantly influence overall assessments, highlighting the complex interplay between customer expectations and actual service delivery.
- Author
- diego323231
- Language
- EN