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A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.
John Haywood‐Farmer (Wed,) studied this question.
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