A service firm communicating exactly what the customer can expect and what will happen if the company does not deliver on its promises will eliminate the gap between ________.

Question

Quizplus · Accepted Answer

The gap mentioned in the question is between the service quality standards and consumer expectations. By communicating exactly what the customer can expect and the consequences of not meeting those expectations, the company can bridge this gap and meet or exceed consumer expectations. The other answer choices do not accurately reflect the gap being addressed in the question.

A Service Firm Communicating Exactly What the Customer Can Expect