Gaps analysis provides a systematic method of examining a customer service program's effectiveness. Top management has told
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GAP One exists when there is a difference between customer expectations and managements perceptions ...View the full answer
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Diane Joyce Pastorin
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Related Book For 
Retailing Management
ISBN: 978-0070893207
4th Canadian Edition
Authors: Michael Levy, Barton Weitz, Dea Watson
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