Overstating an offering's performance level indicates a _____ gap.
A) standards
B) knowledge
C) delivery
D) communication
E) satisfaction
Correct Answer:
Verified
Q90: Warranties and guarantees can be utilized to:
A)increase
Q91: _ serve as an agreement that the
Q92: Setting performance standards too low despite knowing
Q93: Effective customer satisfaction measures have _.
Q94: When setting expectations,firms should:
A)set high expectations.
B)set a
Q96: People who use every Internet site possible
Q97: Customer-facing personnel can be a powerful resource
Q98: A company should avoid setting expectations _
Q99: Customers are more likely to tell their
Q100: Some firms strategically _ so that when
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