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You are the manager of a car rental service. You've invested in new, high-quality cars and trained your staff to provide excellent customer service. However,
You are the manager of a car rental service. You've invested in new, high-quality cars and trained your staff to provide excellent customer service. However, customer reviews indicate that they are not satisfied with the overall experience because of too many fees and complicated contracts. Which gap in the Gap Model of Service Quality does this situation represent? Gap 2: Policy Gap Gap 3: Delivery Gap Gap 5: Customer Gap Gap 4: Communication Gap
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