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Reliability - Customer Satisfaction and Service Quality
Involves consistency of performance and dependability. It means that the firm performs the service right the first time. It also means that the firm honours its promises. Specifically, it involves: accuracy in billing, keeping records correctly and performing the service at the designated time.
Consider the following parlor game to be played between two players. Each player begins with three chips: one red, one white, and one blue. Each chip can be used only once. To beg
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