An Examination of service quality: An Internal study

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Title: An Examination of service quality: An Internal study
Author: Wolak, Andrea
Abstract: Customer service has been the focus of companies for the past decade. In Rochester, New York, businesses large and small have demonstrated concern for service excellence. Quality of service is defined by the customer. For one Rochester company, this case study will set parameters to determine whether gaps are present between corporate client expectations and employee perception. Tabulated gaps can be identified and narrowed to secure the company as a stronger competitor of customer satisfaction.
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Date: 1995

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