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Production Management Ch.6 > Ch. 6 (TQM in Services) > Flashcards

Ch. 6 (TQM in Services) Flashcards

1
Q

Service recovery

A

Service recovery

Training and empowering frontline workers to solve a problem immediately.

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2
Q

Servqual

A

Servqual

A popular measurement scale for service quality that compares service expectations with service performance.

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Production Management Ch.6 (6 decks)

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