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Other Papers on :Service Operations Management

S/OM/47. Report on service quality at Gillens (West View), Hartlepool: understanding & management of customer expectations & perceptions

(2007, 3000 words)

The paper reports on Gillens supermarket services providing definitions of the service concept, and conducting Gap analysis and evaluation of their service quality. The methods of evaluation are described; suggestions are made for the supermarket management on the basis of the research findings.
 
   
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