2 For a high-volume/low-variety service (business-to-consumer) and for a low-volume/ high-variety service (business-to-business or professional service) identify

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2 For a high-volume/low-variety service (business-to-consumer) and for a low-volume/

high-variety service (business-to-business or professional service) identify potential gaps between customer expectation and customer perception of service delivery. What strategies would you suggest these organisations utilise to close these gaps?

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Tobias sifuna

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