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35 capturing the customer‟s perspective of service quality- servqual model 11 background the importance in the concept of service quality and service. Developing the models of service quality gaps: a critical discussion arash shahin department of management, university of isfahan hezar jarib st, isfahan 81746. The gaps model of service quality chapter2-1 2 the customer gap – gap 5 the provider gaps: gap 1 – the listening gap not knowing what customers expect.
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