A directive to resond to all queries within 24 hours could narrow the "gap" between management perceptions of consumer expectations and the translation of these perceptions into service-quality specifications.

Question

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By responding to all queries within 24 hours, management can better gauge consumer expectations and adjust service-quality specifications accordingly, leading to a narrower "gap" between perceptions and actual service delivery.

A Directive to Resond to All Queries Within 24 Hours