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Service quality refers to the degree to which a service meets or exceeds customer expectations. It is the customer’s perception of the overall excellence, reliability, and effectiveness of a service experience. Unlike physical products, services are intangible, produced and consumed simultaneously, and often involve direct interaction between customers and service providers. Therefore, service quality is mainly judged by customers based on their experiences, satisfaction levels, and the value they receive from the service. In Customer Service Management, service quality plays a vital role in building ____ _________ ___ __________ ____ ______ _________.
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