Firms can close the knowledge gap by:
A)setting appropriate service standards and measuring service performance.
B)getting employees to meet or exceed service standards.
C)matching customer expectations with actual service through research.
D)reducing service inconsistency through standardization and training.
E)being more realistic about the services they provide and managing customer expectations effectively.

Question

Quizplus · Accepted Answer

Firms can close the knowledge gap by matching customer expectations with actual service through research, which helps them understand what customers expect and align their services accordingly.

Firms Can Close the Knowledge Gap By