The creation of "service standards" such as a policy of answering the company's phone on the second ring, is an example of a firm trying to prevent which of the service-quality "gaps" from ever beginning?

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The Answer of The creation of "service standards" such as a policy of answering the company's phone on the second ring, is an example of a firm trying to prevent which of the service-quality "gaps" from ever beginning?

The Creation of "Service Standards" Such as a Policy of Answering