As a newly hired marketing associate, you have asked your boss if the firm has service-quality specifications spelled out for ensuring exceptional customer service. His answer is "no, we all know what the consumer expects; after all we have been doing this for over 30 years." Recalling your marketing management services marketing chapter, you identify this attitude as a factor leading to the creation of what "gap" in the service-quality model?

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The Answer of As a newly hired marketing associate, you have asked your boss if the firm has service-quality specifications spelled out for ensuring exceptional customer service. His answer is "no, we all know what the consumer expects; after all we have been doing this for over 30 years." Recalling your marketing management services marketing chapter, you identify this attitude as a factor leading to the creation of what "gap" in the service-quality model?

As a Newly Hired Marketing Associate, You Have Asked Your