marketing Discussion one

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Service Expectations

The purpose of this discussion is to show service examples of how one company did it wrong but also demonstrate how another got it right.

Topic 1: Service Quality

Recall the last time you had an unsatisfactory encounter with a service provider. Given the dimensions of service quality, exactly where were the negative gaps between expectations and the actual service? Next, contrast the unsatisfactory experience with a positive one.

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    phyllis young
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