Service Companies Can Close Provider Gap 4 by Doing All

question 48

Multiple Choice

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) Adequately educating customers to use service appropriately
• D) Viewing all of its external communications as interdependent
• E) Including interactive marketing in communications plans

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Definitions:

Subsequently

Occurs after a particular event or time; following in time or order.

Cognitive

Pertaining to the mental processes involved in gaining knowledge and comprehension, including aspects such as thinking, knowing, and remembering.

Affective

Related to emotions or feelings, influencing people's responses and behaviors towards stimuli.

Reconcile

The act of making one account consistent with another, typically by explaining differences and adjusting financial records as necessary.