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2-1 The Gaps Model of Service Quality The Customer Gap The Provider Gaps: Gap 1 – The Listening Gap not knowing what customers expect Gap 2 – - ppt download
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5-1 The Customer Gap. 5-2 The Customer Gap What a customer believes should or will happen Subjective assessments of actual service experiences (reality. - ppt download
Mind the Gap: Why Understanding the Gap Between Customer Expectation and Customer Perception Needs to be a Business Priority
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