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Service Quality Management in Hotel Industry: A Conceptual ...
it is the gap (discrepancy) between a customer’s expectation of a service and his perceptions of the actual service received (p. 254 – 255). Much of the recent research on service quality has b een carried out within the framework of the SQ (service quality) model developed from the extensive research of Parasuraman et al. (1990, 1985, and
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