2. A gap reflects the difference between a firms perception of customer expectations and a firms standards
Question:
2. A gap reflects the difference between a firm’s perception of customer expectations and a firm’s standards for service to be delivered.
a. seniority
b. knowledge
c. standards
d. delivery
e. communication
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Related Book For 
Marketing
ISBN: 9781760423889
3rd Edition
Authors: Dhruv Grewal, Michael Levy, Shane Mathews, Paul Harrigan, Tania Bucic, Foula Kopanidis
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