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By setting appropriate service standards and measuring service performance, firms can attempt to close a __________ gap.
Answer : C
Empowerment of employees helps to address the delivery gap because:
Answer : A
_____ refers to customers' perceptions of how well a service meets or exceeds their expectations and is often difficult for customers to evaluate.
Answer : C
The service quality dimension of assurance refers to:
Answer : D
_____ represents the difference between what the customer really wants and what he or she will accept before going elsewhere.
Answer : E
