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https://munkschool.utoronto.ca/imfg/uploads/264/slack_presentation_on_basic_concepts_of_service_delivery_tunis_february_15_2014.pdf
Basic Concepts of Service Delivery Enid Slack Institute on Municipal Finance and Governance Munk School of Global Affairs, University of Toronto to Inter-Regional Dialogue on Local Governance and Gender in Decentralizing and Transitioning States Sponsored by the Forum of Federations Funded by the Government of Canada Tunis February 15, 2014 1File Size: 1MB
https://www.ukessays.com/essays/management/the-concept-of-service-quality-management-essay.php
According to Iacobucci et al., (1995) Service quality is concerned with the firm’s service delivery, while satisfaction is the post consumption experience which reflects customer’s overall experience and perception with firm’s service (cited in Eugene sivadas,2000).
https://healthcarecollaboration.typepad.com/healthcare_collaboration_/files/quality_buttell.pdf
led the quality revolution in Japan and the United States, said, “A product or service possesses quality if it helps somebody and enjoys a good and sustainable market.”1 Note that he does not define quality directly but references the value of a product or service in terms of its ability to both help the consumer as well as its marketability.File Size: 741KB
http://www.businessdictionary.com/definition/service-quality.html
Definition of service quality: An assessment of how well a delivered service conforms to the client's expectations. Service business operators often assess the service quality provided to their customers in order to improve their ...
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