Question: A ( n ) q , gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails

A(n)q, gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it.
1.knowledge
2. empowerement
3. delivery
4. standards
5.communication
A(n)q, gap exists when a firm knows what it needs to

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