Question: What was the primary performance - expectations gap in the case? The company promised free trades, but they actually charged hidden fees. Customers expected a

What was the primary performance-expectations gap in the case?
The company promised free trades, but they actually charged hidden fees.
Customers expected a state-of-the-art app, but it was essentially outdated software.
Customers expected effective customer service, but it was slow and unresponsive.
The firm claimed charitable donations, but instead the money went to executives.
What was the primary performance - expectations

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