The service this is an example of a gap in services

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the service. This is an example of a __________ gap in services marketing. A. senio rity B. knowledge C. standards D. delivery E. communication The Mogul Sheraton believed that customers wanted elephant and camel rides, but in reality customer were evidently not interested in the service. This misunderstanding of customer expectations is an example of a knowledge gap. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 55. (p. 255) Jackson manages an upscale French restaurant in the Washington, D.C. area. His restaurant offers a few specials each evening in addition to its regular menu. Jackson has trained his waiters and waitresses to report comments and requests for items that have previously only been offered as specials. Jackson uses this information to learn more about diners' food preferences, which helps to reduce the __________ gap in services marketing.
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A. senio rity B. knowledge C. standards D. delivery E. communication By collecting information about special requests, Jackson seeks to learn more about his customers' expectations. This should help to close the knowledge gap. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 56. (p. 255) To meet or exceed customers' expectations, marketers must: The most important thing a marketer needs in order to meet or exceed expectations is an accurate sense of what those expectations are; otherwise, the firm is reduced to guessing and hoping for the best. AACSB: Analytic Blooms: Understand Difficulty: 1 Easy Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 57. (p. 251) Colin has been directed by his boss to determine if their company is meeting customers' service quality expectations. One of Colin's problems is that services are __________, making measurement of service quality difficult. A. quantif iable B. substantial C. unequally distributed
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D. intangible E. inconsequential to customers The intangibility of services makes it difficult for consumers to evaluate them, and for that reason it is difficult for them to articulate their views when service quality is measured. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: The Gaps Model 58. (p. 256) Which of the following is NOT one of the five dimensions used by consumers to determine
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Christopher Reinemann
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