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Part 1 2024 Forbes Best Customer Service https://www.forbes.com/lists/best-custo

April 5, 2024

Part 1
2024 Forbes Best Customer Service
https://www.forbes.com/lists/best-customer-service/?sh=6df3c4fb3845
Forbes’ newest list, Best Customer Service, recognizes the companies that consumers say excel in this area.
Created in partnership with Hundred X, a data analytics company focused on customer insights, the ranking derives from a year-long online survey of 201,000 people in the United States who provided 4.2 million ratings on more than 3,000 brands. The top two were Chick Fil A and the UPS Store. Please research one of these two companies and report why their customer service is considered outstanding. 
Part 2 Expectations and Perceptions of Service
Taken from Exercise 3 in Chapter 3, page 77 (Exercise Expanded.) 
List two incidents in which a service company has exceeded your expectations. What was your accepted level of expectation? What was the source of your accepted expectation (Perceived service alternatives, situational factors, predicted service from explicit service promises, implicit service promises, Word-of-mouth communication,  past experiences). Please explain in detail. What was your desired level of expectation?  What was the source of desired expectation (Personal Need, Personal Service Philosophy? Derived Service Expectations)? Please explain in detail.
How did you react to the service?
Did these incidents change the way you viewed subsequent interactions with each of the companies? In what way
Review Figure 4.1 on page 83 and explain in detail whether your experience resulted in perception of service quality, customer satisfaction, and/or customer loyalty. If service quality, which of the five dimensions on the SERVQUAL scale were critical elements in forming your perception? (p.92).
Please be sure to back up your answers with facts from the textbook and other sources which you will cite and reference in APA format. Please number each of your answers. This is very important so that I understand to which questions you are responding. Please answer the questions completely and in detail. To earn the maximum points, The quality and length of your analysis must exceed expectations, not just meet expectations. 
Please upload answers in a Word document by clicking on the title above Week 1 Exercise Assignment This assignment must be submitted by Sunday 11:59 PM.
BOOK: Title: Services Marketing: Integrated Customer Focus Across the Firm. (7th ed)
Authors: V. A. Zeithaml, M. J. Bitner, & D. Gremler
Publisher: McGraw Hill
ISBN: 9780078112102

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