For this assignment you will need to read the following articles:
Calvert, P. (2001) 'International Variations in Measuring Customer Expectations', Library Trends, 49 (4) pp. 732-757, [Online]. Available from:
https://www.ideals.illinois.edu/bitstream/handle/2142/8376/librarytrendsv49i4l_opt.pdf?sequence=1
(Accessed: 11 December 2009).
After you have read the article, complete the following:
Evaluate whether the variations in customer expectations that may exist throughout the world can be analysed and managed by using the SERVQUAL model and also whether the gaps model of service quality can be used to create and manage customer expectations in a global context. Then address whether these models would be useful considering what you know of customer expectations in your region or country. You may need to do additional research to learn about customer expectations in the region or country you choose. You are especially encouraged to include references which you find in contemporary sources and the online library in support of your analysis.