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Week 24 Quality, quality control, Operational risk - Coggle Diagram
Week 24 Quality
quality gaps model (Parasuraman et al., 1985)
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what customer expects of a product and what perceive experience of product to be when it doesnt meet expectations.
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zone of tolerance Parasuraman et al., 1991, p. 42
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importance-performance matrix (Slack, 1994)
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