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Essay's paper info
| Topic: |
Business
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| Number of pages / Number of words: |
26 / 7208 |
Essay's paper body
Amig a kozvetlen modszert alkalmazva az elvart es a tenyleges szolgaltatasi teljesitmeny kulonbsegere (vagy kozvetlenul az elegedettsegre) egyszer kerdeznek ra, addig a kozvetett eseteben az elvart es az eszlelt jellemzok lekerdezesere ketszer (a fogyasztas megkezdese elott es utan) is sor kerul.
A minoseget merhetjuk egy vagy ket komponenssel is, attol fuggoen, hogy az alabbi megallapitasok melyikevel kivanunk inkabb azonosulni (sulyozunk-e a fontossaggal): minoseg = teljesitmeny; minoseg = fontossag x teljesitmeny...
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A szolgaltatasminoseg res (gap) modellje
A szolgaltatasminoseg elmeleti hatteret illetoen talan Parasurman-ZeithmalBerry (1985) res-modellje a legelterjedtebb. A szolgaltatasok sikertelensegehez vezeto resek feltarasabol indulnak ki, amelyek a minoseggel szemben tamasztott elvarasok es az eszlelt tapasztalatok kozotti elteresekbol adodnak...
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General points of the essay
QUALIDADE EM SERVICOS – Estudo comparativo dos atributos mais valorizados pelos clientes na avaliacao da qualidade em servicos – uma aplicacao do modelo SERVQUAL
SERVQUAL
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