Using SERVQUAL to Implement Improvements

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Using the case of a nonprofit organization which relies on a high level of service delivery to help clients find jobs the writer demonstrates the way in which SERVQUAL may be used in a marketing and service delivery context to identify training and development needs and then to help design and implement a program to improve the service delivery at the organization. The implementation plan includes a web-based schedule and a Gantt chart. Sixteen sources are cited in the bibliography of this eightneen page paper.