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1. TQM, CWQC, TPS, Kaizen. 6 .
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1. ISO 9001 ISO 9004
2.
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1.
2.
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1.
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1.
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1.
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1. Gap-. SERVQUAL.
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1. .
2. .
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| [6], [13]
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: 2016-11-12; !; : 330 | :
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