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Jan 10, 1996

Building Great Service

Service quality in America has been studied for years at Texas A&M University. This research reveals four cornerstones for great service: reliability, pleasant surprise, recovery and fairness. This article discusses these in detail
1102
By
Leonard Berry

Service quality in America has been studied for years at Texas A&M University. This research reveals four cornerstones for great service: reliability, pleasant surprise, recovery and fairness. This article discusses these in detail

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