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Using the APUS library, find the following articles written by Christian Gronroos:

1. Service Quality: The Six Criteria of Good Perceived Service Quality (1988)

2. The perceived service quality concept - a mistake? (2001)

After reading each article, share your thoughts about the reading and their applicability to the contemporary service organization. Determine if the same criteria and statements apply today to your specific industry segment. Use at least one example to demonstrate that either affirms or refutes Gronroos.

Instructions: Your initial post should be at least 250 words.

Please use references and cite your work