As a Newly Hired Marketing Associate,you Have Asked Your Boss

Essay

As a newly hired marketing associate,you have asked your boss if the firm has service-quality specifications spelled out for ensuring exceptional customer service.His answer is "no,we all know what the consumer expects; after all,we have been doing this for over 30 years." Recalling your marketing management services marketing chapter,you identify this attitude as a factor leading to the creation of what gap in the service-quality model