Areas where a service providers provide the best

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areas where: A. service providers provide the best possible service. B. manufacturers are cutting corners on product quality.
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C. customers believe they are getting less or poorer servic D. service providers know more than their customers. E. delivered service exceeds expected service. The Gaps Model indicates areas where problems can arise leading to customers getting lower- quality service than they expect. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 45. (p. 254) When the delivery of a service fails to meet customers' expectations, a __________ gap exists. A. servi ce B. knowledge C. standards D. delivery E. communication The Gaps Model identifies four service gaps: the knowledge, standards, delivery, and communication gaps. In any given situation, one or more of these service gaps may be causing deficiencies in delivered service. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 46. (p. 255) A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations. A. senio rity B. knowledge C. standards D. delivery E. communication This is the definition of a knowledge gap.
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AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 47. (p. 256) Firms can close the __________ gap by matching customer expectations with actual service through research. A. senio rity B. knowledge C. standards D. delivery E. communication The knowledge gap represents the difference between customer expectations and management's understanding of those expectations. Marketing research is one useful technique for closing this gap. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 48. (p. 260) A __________ gap is the difference between the firm's service standards and the service it provides to customers. A. senio rity B. knowledge C. standards D. delivery E. communication Due to the human element, there is almost always variability in service delivery, in which service sometimes fails to meet the firm's standards. This is the delivery gap. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model
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