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Individual Assignment: Marks : 10 Date of submission : 5th November ,2011

Part I : Service Encounter : a. Based on your service experience select two experiences and mention the service encounter cascade /Mode of encounter/Theme of encounter. ( Report should be submitted in Times New Roman font with font size 12 /The word limit for part I of the assignment is 1000 2000 words .)

Part II : Using SERVQUAL scale create a questionnaire for a service firm ,clearly indicate your research objective .

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