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If a hospital brochure shows a beautiful room but a patient checking into an actual room finds it cheap and tacky looking, it represents a
If a hospital brochure shows a beautiful room but a patient checking into an actual room finds it cheap and tacky looking, it represents a gap between ________. Question content area bottom Part 1 A. management perception and service-quality specification B. service delivery and external communications C. consumer expectations and management perception D. perceived service and expected service E. service-quality specifications and service delivery
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