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B207 (B3) Building long-term success, Stakeholders 'any group or…
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Stakeholders 'any group or individual who can affect or is affected by the achievement of the organisations objectives' (Freeman, 1984, p.46)
A crisis 'is an event that...can have a vastly negative impact on the organisation' (Crandall et all, 2014, p.5)
Gaps Model of Service Quality, Parasuraman et al (1985), 10 components, 5 dimensions to customer satisfaction :!: