Which of the following strategies will help a firm in reducing the standards gap?
A)Promising only what it can deliver or a little less
B)Using customer complaint behaviour effectively
C)Collecting consumers' perceptions of service quality by using a questionnaire
D)Setting specific service standards based on customers' expectations
E)Replacing people with machines

Question

Quizplus · Accepted Answer

Setting specific service standards based on customers' expectations helps align the firm's service delivery with what customers expect, thereby reducing the standards gap.

Which of the Following Strategies Will Help a Firm in Reducing