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How is American Express addressing the five demensions customers use when evaluating service quality? Explain

omplete your case analysis answering the 3 questions listed while using the required case analysis format.

  1. How is American Express addressing the five demensions customers use when evaluating service quality? Explain your answer.
  2. Why is Hetrogeneity particularly important to credit customers?
  3. When American Express says its vision is to be “the wolds’s most respected service brand,” what are the implications for how it manages service expectations?

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