Creating realistic customer expectations through honest, accurate communication about what the firms can provide can close ________ of service quality.
a. gap 4
b. gap 3
c. gap 1
d. gap 2
Answer: a. gap 4
Creating realistic customer expectations through honest, accurate communication about what the firms can provide can close ________ of service quality.
a. gap 4
b. gap 3
c. gap 1
d. gap 2
Answer: a. gap 4