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Discuss the development of Lazarus's theory and the BASIC-ID.
Service Quality
A measure of how well the service level delivered matches customer expectations.
Philip Crosby
An American businessman and author, known for promoting concepts related to quality management such as "zero defects" and the cost of quality.
Zero Defects
A quality management concept aiming for the reduction of defects and errors in a product to zero through continuous improvement.
Continuous Improvement
An ongoing effort to improve products, services, or processes by making small, incremental improvements over time.
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