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All of the Following Are Gaps That Can Lead to Service

Question 40

Multiple Choice

All of the following are gaps that can lead to service quality failures except:


A) Not understanding the needs of the customers
B) Being able to translate customer needs into a service design See Page 393 first paragraph
C) Being unable to translate the design into service expectations
D) None of the above
E) Being unable to deliver the services in line with specifications

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