Question: The gap between management perceptions and service quality specifications occurs when: A . a firm's policies concerning customer service are unclear or haphazardly enforced. B

The gap between management perceptions and service quality specifications occurs when:
A. a firm's policies concerning customer service are unclear or haphazardly enforced.
B. a firm does not have an accurate understanding of service evaluation by customers.
C. a firm's marketing communications causes unrealistically high expectations in customers.
D. a firm fails to give its employees adequate reward structures for good performance.
The gap between management perceptions and service quality specifications occurs when:

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