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Published by: Allied Business Academies
Published in: "Academy of Marketing Studies Journal", 1997
Length: 20 pages

Abstract

We examine the many definitions and dimensions of quality and attempt to reconcile the definitions that employees, managers, and customers view. We define positive and negative gaps and product sets. We conclude that customer service elements present in the negative gap are analogous to hygiene factors and in themselves can never totally satisfy while the product parameters evident in the negative gap are analogous to motivators, the primary reasons for purchasing.

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Abstract

We examine the many definitions and dimensions of quality and attempt to reconcile the definitions that employees, managers, and customers view. We define positive and negative gaps and product sets. We conclude that customer service elements present in the negative gap are analogous to hygiene factors and in themselves can never totally satisfy while the product parameters evident in the negative gap are analogous to motivators, the primary reasons for purchasing.

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