Have control over a how they communicate the services

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have control over: A. how they communicate the services they promise. B. the price of ingredients. C. the attitudes of customers. D. the way customers view them compared to competitors E. the knowledge gap consumers create. Restaurants cannot control the prices they pay or their customers' attitudes, but they can control their communication with customers, which will influence expectations and perceptions. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 99. (p. 262) If a firm promises more than it can deliver: A communication gap is the difference between promised and actual service. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model.
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Topic: The Gaps Model 100. (p. 262) The __________ gap can be reduced by managing consumers' expectations. A. knowl edge B. communication C. delivery D. standards E. empowerment A communication gap is the difference between promised and actual service. By making realistic promises, the firm can manage expectations. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 101. (p. 262) Physicians regularly overstate the expected recovery time from surgery, knowing that managing patients' expectations will reduce the __________ gap associated with their service. A. knowl edge B. empowerment C. delivery D. standards E. communication A communication gap is the difference between promised and actual service. By making pessimistic predictions for recovery time, doctors can manage patients' expectations. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 102. (p. 262) Dopson's Hardware was in bad financial shape. They owed so much money that vendors put the store on a cash-only delivery basis. As a result, the store had a dwindling inventory of goods to sell. Whenever a customer asked about an unavailable item, the owner directed the sales staff
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to say that it was on back order and would be in stock next week. When the customer returned, the item was still unavailable. The owner's policy created a __________ gap. A. knowl edge B. empowerment C. communication D. standards E. tangibility Dopson's Hardware was making promises it could not keep by saying that things would be in stock next week when that was not the case. This difference between promised service and actual service created a communication gap. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model.
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