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The Gaps Model of Service Quality The Zone of Tolerance Disney Park The Gaps Model of Service Quality The Zone of Tolerance Disney Park Disney Park The Five Dimensions of Service Quality Importance/Performance Matrix Levels of Relationship Strategies Service Recovery Strategies New Service Strategy Matrix for Identifying Growth Opportunities “Hard” and “Soft” Customer-Defined Standards Typology of Service Organizations Based on Form and Use of the Servicescape Aligning the Service Marketing Triangle Strategies for Enhancing Customer Participation Variations in Demand Relative to Capacity Five Major Approaches to Overcome Service Communication Channels Summary of Service Pricing Strategies for Four Customer Definitions of Value