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The 7 criteria for service quality

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Professionalism and skills

1

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“My idea of professionalism is probably a lot of people's idea

of obsessive.”

– David Fincher, Film Director

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Reputation and credibility

2

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“You can't build a reputation on what you are going to do.”

– Henry Ford, Industrialist

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Servicescape, the tangibles

3

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“We put all these things together into a tangible

product that is The Rock N' Roll Mystery Tour.”

– Nina Blackwood, Disk Jockey

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Attitudes and behavior

4

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“Having a positive mental attitude is asking how

something can be done rather than saying it can't be done.”

– Bo Bennet, Senator

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Accessibility and flexibility

5

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“I certainly am interested in accessibility, clarity, and

immediacy.”

– Paul Muldoon, Poet

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Reliability and trustworthiness

6

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“I believe fundamental honesty is the keystone of business.”

– Harvey S. Firestone, Businessman

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Service recovery

7

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“It's not how far you fall, but how high you bounce that

counts.”

– Zig Ziglar, Speaker

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