When trying to improve gaps in the service encounter, management must raise customer expectations to a level higher than the service provided.

Name: When trying to improve gaps in the service encounter, management must raise customer expectations to a level higher than the service provided.
Brand: Quizplus
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Question

Quizplus · Accepted Answer

Raising customer expectations above the service level can lead to dissatisfaction. Instead, management should aim to align or exceed service delivery with customer expectations.

When Trying to Improve Gaps in the Service Encounter, Management