Question: # 3 ( Ch 1 3 - 1 4 - 1 5 - 1 6 - 1 7 - 1 8 - 1 9 )

3 (

13 - 14 - 15 - 16 - 17 - 18 - 19)

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Submi

Cho's marketing research returned the finding that customers were staying away from her clothing store because of a lack of services like gift cards, return policies, and special orders. Cho was shocked. "Nobody ever asks about that stuff! If it were that important, people would ask about it

. "

Cho is likely suffering from a

(

)

gap.

Multiple Choice

knowledge

standards

ethics

delivery

Communications

# 3 ( Ch 1 3 - 1 4 - 1 5 - 1 6 - 1 7 - 1 8 - 1 9

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