Perception of management of consumer expectation and specifications of service quality Specification Service quality and the actual service delivered Delivered service and what is communicated about the service to consumer Expectation of Consumer and the perception of delivered service . Service Training A continuous training is needed to be able to cope up with changes and effects (Prieto , et al 1996 ) In developing a service training program that will be helpful in the improvement of service quality , we should know first...











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