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April 11, 2021

Service Quality

Marketing, Undergraduate

Marketing/Business Paper:

In one-to-two sentences each, describe the five Service Quality categories (tangibility, reliability, responsiveness, assurance, and empathy) and provide an example of each.

Identify three distinct service providers with whom you are personally familiar. (Examples: Amazon, Costco, and Netflix). Rate each of your three service providers in each of the five categories, and, then, in Overall Service Quality. Use a scale of 15, with 1 being ‘poor’ and 5 being ‘excellent.’ Base your ratings in each category and Overall Quality on your own judgment, but try to be objective.

Paper Style:
2 Pages (Tables are OK to compare service providers)
Times New Roman
12 Point Font
APA Format with Works Cited

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