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MMLU / If an advertisement shows the interior of a train with comfortable seats and…

Problem

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question

 If an advertisement shows the interior of a train with comfortable seats and plenty of space yet a customer boards a train only to find a lack of space and hard seating. This is an example of:

choices

  1. GAP 4-the gap between service delivery and external communications.
  2. GAP 2-the gap between management perception and service-quality specification
  3. GAP1-the gap between the customer's expectations and management perception.
  4. GAP 3-the gap between service-quality specifications and service delivery.

subject

marketing

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