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Perception of Quality and Understanding It Still Missing After All These Years

Summary: Perception plays the lead role in determining how customers assess the quality of a product or service. It is also an organization's most important quality and strategic marketing issue. The author recommends that organizations should spend one full day of strategy formulation retreats on perception, and he offers nine ways organizations can raise the perception of quality.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Customer service, Customer perception,
  • Author: Peters, Tom
  • Journal: Journal for Quality and Participation