Question: 1. Critique the WtA gap analysis. Could there be other explanations for the gaps? 2. Make recommendations for closing the gaps found in the WtA.

1. Critique the WtA gap analysis. Could there be other explanations for the gaps?
2. Make recommendations for closing the gaps found in the WtA.

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1 A walkthroughaudit can be a useful management tool for the systematic evaluation of a customers view of the service being provided Such an audit was conducted by a group of MBA students from the Hel... View full answer

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