Question: 4. Suppose that for Reliability question 3 on SERVQUAL, Employees are always willing to help customers, my Expectation was a 3, and I rated the

4. Suppose that for Reliability question 3 on SERVQUAL, "Employees are always willing to help customers," my Expectation was a 3, and I rated the specific store I was evaluating a 3. How would you explain my Gap score in words? a. "Professor Angelis feels that store employees are similar in quality to other stores he's visited." b. "Professor Angelis is disappointed in this store's employees relative to other stores he's visited." C. "Professor Angelis is pleased with this store's employees relative to other stores he's visited

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