Сustomer service

The VDOT case study describes the environment of VDOT in 2001 when the newly elected governor of Virginia, Mark Warner, appointed Phillip Shucet to head VDOT. Prior to VDOT's reputation becoming damaged, VDOT had been widely recognized for its engineering innovations and its cutting-edge research...

It is also necessary to explain the difference between service quality and customer satisfaction (Gabbott and Hogg, 1997; Johnston and Clark, 2005; Zeithaml et al, 2006). 'Satisfaction is the customer's evaluation of a product or service in terms of whether that product or service has met the...