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Why might customer actions and attitudes cause the service performance gap to occur, marketing homework help

Question Description

Help me study for my Marketing class. I’m stuck and don’t understand.

Why might customer actions and attitudes cause the service performance gap to occur? Use an example in your personal experience to illustrate your understanding. Explain in your own words no citations will be aloud on this discussion board post.

425 word minimum

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Final Answer

Attached.

Running Head: SERVICE PERFORMANCE GAP

Service Performance Gap
Institutional Affiliation
Date

1

SERVICE PERFORMANCE GAP 2

The service performance gap is the discrepancy that occurs between the specified quality and the
actual and the quality of the service delivered. The service performance gap can be caused by the
actions or the attitude of the customers. It can arise due to the management misinterpreting the
actions of the customer and leading to the service providers not understanding the exact demands
of the customer.
The actions or attit...

DR.HAMPL (104)
Purdue University

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