A critique of service management ideas, theories and techniques, specifically with reference to purpose, application and limitations and with regard to how these service mgt ideas, theories and techniques might contribute to the success of the service org.

Conduct a critique of the following service management ideas, theories and techniques, specifically with reference to purpose, application and limitations and with regard to how these service management ideas, theories and techniques might contribute to the success of a service organization: Service concept, understanding customer types and SERVQUAL – Customer expectations and perceptions.

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