Service companies can close provider gap 4 by doing all of the following EXCEPT:
A) Avoiding over-promising in advertising
B) Conducting market research
C) Improving coordination between the operations and marketing departments
D) Viewing all of its external communications as interdependent
E) Including interactive marketing in communications plans

Question

Quizplus · Accepted Answer

While conducting market research is important for closing provider gap 3 (the communication gap), it is not directly related to closing provider gap 4 (the delivery gap). The other options listed are all examples of how service companies can close provider gap 4 by aligning their promises and actual service delivery.

Service Companies Can Close Provider Gap 4 by Doing All