Service companies can close provider gap 4 by doing all of the following EXCEPT:
A) Avoiding over-promising in advertising
B) Conducting market research
C) Adequately educating customers to use service appropriately
D) Viewing all of its external communications as interdependent
E) Including interactive marketing in communications plans

Question

Quizplus · Accepted Answer

Provider gap 4, also known as the communication gap, involves the difference between what a company promises about its service and what it actually delivers. Conducting market research is not directly related to closing this gap; it's more about understanding customer needs and expectations (relevant to gap 1). The other options (A, C, D, E) are directly related to managing customer expectations and aligning them with actual service delivery, thus helping to close gap 4.

Service Companies Can Close Provider Gap 4 by Doing All