Assurance Notes: Definitions & Explanations PDF | Download eBooks

Study Assurance lecture notes PDF with total quality management definitions and explanation to study What is Assurance?. Study assurance explanation with TQM terms to review total quality management course for online MBA programs.

Assurance Notes:

Assurance is a service quality dimension that involves ability of an employee or service provider to instil confidence in the customers through his/her work. While providing service, it is important to understand the mind set of customers. The customers usually select those providers who they trust. To provide a high quality service, it is important to gain the confidence and trust of customers. For example, a person would select a barber with whom his experience was good in past. He would never go to someone who is either not expert in his work or has given him a bad haircut previously.

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