When jaime arrived at her hotel room and saw that the

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119. When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest. An unchanged bed was not in Jaime's __________, which is the difference between what she really wants and what she will accept before looking for another hotel. A. zone of tolerance B. delivery gap C. zone of intolerance D. service gap E. patience zone 120. Which of the following is not a recommended strategy for service recovery?
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121. Barnes & Noble bookstores have PCs available for associates to use to search for books requested by customers and to place special orders. These computers are an example of __________. 122. One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer. Customers waiting in line and overhearing the different policies would probably feel that the store's handling of returns lacked: 123. Although attorneys would like to gain additional clients, which of the following forms of advertising have been banned by the ABA? A. All forms of online advertising. B. The use of actors when advertising law services. C. The use of real attorneys advertising law services. D. The use of real clients advertising law services. E. The ABA has not banned any of these. 124. Which service gap is the Ritz-Carlton Hotel trying to address when it spends up to $1700 to train a new employee?
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Essay Questions 125.Why is it important for marketers to pay special attention to providing excellent customer service? 126.Dentists know most consumers are hesitant to use their services, in part because what they provide can be painful or uncomfortable at best, but also because much of what they provide is intangible. What is intangibility? How can dentists attempt to overcome intangibility aspects of their service? 127.The ideas and practices of marketing services offer professionals like lawyers opportunities to meet the needs of their clients and customers better. For many years, however, advertising one's professional services was believed to undermine the integrity of the profession. The lawyer's professional association, the American Bar Association, has established guidelines for lawyers to use. Do you think these are adequate and fair?
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128.What are the potential gaps in the Gaps Model? What is it designed to do?
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