Essay format( Word limit 1500 word, +- 10%)

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Essay format( Word limit 1500 word, +- 10%)
Discuss the notion that customers are the best judges of quality of a service process. Why is it important to understand customer expectations and how does this relate to service design and implementation, and customer satisfaction?
NOTE:
1. See the rubric attached below which is the most important part of assignment.
2.At lest 8 references

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