Check List 1: The 10 Universal Dimensions Of Customer Focus And Service Quality

Many, many years ago, in 1986, three American scientists – A. Parasuraman, V.A. Zeithaml and L. Berry – published a report called «SERVQUAL. A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality». At that time, nobody thought that the pages 86 to 108 would become and remain THE standard definition of service quality and therefore of customer focus.
Their research is still valid and those who know how to stick to the 10 Universal Dimensions Of Customer Focus will have a huge competitive advantage.
Check how well you and your company applies these principles.

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