Question: Enabled: Final Exam ( i ) Help The store managers at a retail store prided themselves on the sales associates' ability to provide personalized service.

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The store managers at a retail store prided themselves on the sales associates' ability to provide personalized service. After hiring a new, associate, they began to receive complaints that service was poor. This represents a

(n)

gap.

Multiple Choice

knowledge

empowerment

delivery

expertise

responsiveness

92

100

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Enabled: Final Exam ( i ) Help The store managers

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