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quality of the process how the customer receives the service; the expressive nature of the service delivery (e.g. courtesy, attentiveness, promptness), teenindusprotsessi kvaliteet, teenuse osutamise väljenduslikkus (nt viisakus, tähelepanelikkus, kiirus)
functional quality . Teenuste valdkonna terminibaas. Estonian Language Institute, Sõnaveeb 2026. https://sonaveeb.ee/search/unif//tee/functional%20quality/1/eng (05.07.2026)
