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8 Cards in this Set
- Front
- Back
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quality associated to the environment in which service is rendered to the customer This is the equivalent of physical characteristics of quality of goods |
Tangibles |
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ability to perform the promised service |
reliability |
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willingness to help |
responsiveness |
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defined as employee's knowledge of courtesy and the ability of the firm |
assurance |
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caring attitude |
empathy |
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returned products and those in field |
Repairs and Servicing |
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replaced or services that are reperfomed under guarantee |
Warranty Claims |
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handling & investigation of discarded or recalled products |
Returns |
