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APPA Library

"Identifying Customer Expectations"
Author: Mpelo, Wilma, Paul Schneller, and William Suter
Published In: Proceedings of the 1994 Educational Conference
Date: 1994

Outline of presentation at APPA's 81st Annual Meeting in San Antonio, Texas. Reports on Scire, The Training Consortium for Higher Education, a not-for-profit professional organization promoting employee excellence through training and development.  Covers the key concepts and procedures for identifying customer expectations, including components of service quality, internal service gaps, analysis of gaps, and assessment instruments for customers. Includes chart.

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