Question: Question 3 Developing service standards based on what the company believes customers expect, and that are meant to be followed by employees, is aimed at

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3

Developing service standards based on what the company believes customers expect, and that are meant to be followed by employees, is aimed at narrowing which gap among service quality aspects?

Management Perception and Service Delivery Specifications

Expected Service and Perceived Service

Service Delivery Specifications and Service Delivery Achieved

Service Delivery Achieved and External Communications

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