When competing firms begin to overpromise in order to top one another,a ____ gap is likely to occur.
A) knowledge
B) standards
C) delivery
D) communications
E) service
Correct Answer:
Verified
Q7: The distance between a customer's expectations of
Q8: As a service organization's hierarchy becomes more
Q9: The difference between what management perceives consumers
Q10: The _ gap is the difference between
Q11: _ is a short-term,transaction-specific measure.
A)Customer satisfaction
B)Focus group
Q13: All of the following are factors influencing
Q14: Which of the following statements pertaining to
Q15: The firm's overemphasis on cost reduction and
Q16: Which of the following is NOT one
Q17: The difference between the quality standards set
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