Review the Gap Model of Service Quality (Exhibit 10.6). Consider each of the five gaps where customer
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Review the Gap Model of Service Quality (Exhibit 10.6). Consider each of the five gaps where customer expectations might not be met. Select a firm of your choice and for each potential gap list specific actions that the firm could take to improve the likelihood that customer expectations will be met on a regular basis.
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Students will provide various answers The following is used to guide their responses Gap 1 Managemen...View the full answer
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