Chapter 02 - Conceptual Framework of the Book: The Gaps Model of Service Quality 2-13 45. Service companies can close provider gap 4 by doing all of the following EXCEPT: A. Avoiding over-promising in advertising B.Conducting market research C. Improving coordination between the operations and marketing departments D. Viewing all of its external communications as interdependent E. Including interactive marketing in communications plans 46.Extron Electronics sells coaxial cables for connecting computers to all types of peripheral devices like printers, modems and fax machines. For the benefit of its customers, Extron provides a laminated card with pictures of all the possible cable connections that a customer could need. With this card, a customer can order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs. By integrating its services marketing communications, Extron is closing provider _____ of the gaps model of service quality. 47.(p. 42)American Airlines pilots and crews are trained to inform customers immediately when flight delays occur and to keep customers advised at regular intervals about the changes in a flight's schedule. By keeping customers informed during a flight, American Airlines is closing provider _____ of the gaps model of service quality. 48.The ads for a weight loss program that promised the program would change an individual's eating habits through hypnosis is probably overstating its usefulness because there are some people in the world that cannot be hypnotized. This sort of misleading advertising broadens provider _____ of the gaps model of service quality.
Chapter 02 - Conceptual Framework of the Book: The Gaps Model of Service Quality 2-14
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