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SERVQUAL (Limitations (Market Research for Expectation Gap, Lack of upward…

- - - - Easy-to-use, Miss Boo = Virtual guide/tips, 3D Models $500kp/month technology (Creative/Imaginative)
        
        Speed Criticism
  - - - Multinational retailer tech/Entertainment
      - Staff interactions Twitter response
      - Geek Squad Online Support (Fix PC)
      - Discussion Communities
      - Standard email & click to call options
  - - - Service Promise (& deliver it)
- - - - Availability / Delivering promised time
    - - Technical functioning, availability/performance
- - - - Accurate, updated, appropriate
- - - - Favourable perceptions, opinions, recomendations
    - - Repeat purchase, visits, social interactions, response marketing campaigns