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The service model's gaps may vary but the bottom line is: Responses it is management's reactions that count. it is management's reactions that count. it

The service model's gaps may vary but the bottom line is: Responses it is management's reactions that count. it is management's reactions that count. it is the firm's performance that count. it is the firm's performance that count. it is the customer's perceptions that count. it is the customer's perceptions that count

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