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Kmart has struggled for years competing with Wal-Mart and Target.It tried celebrity labels,but that did not help.It cannot lower prices as low as Wal-Mart,because it does not have the distribution expertise.This is an example of a(n) ____ strategy.
Customer Expectations
Refers to the set of beliefs or standards that consumers have regarding products, services, or brand experiences.
Service Gaps Model
A framework identifying discrepancies between customer expectations and the actual services received.
Product Creation Process
Involves the steps and stages from conceiving a new product idea to the final launch and post-launch assessment in the market.
Reliability Service Dimension
An aspect of service quality referring to the ability of a company to perform the promised service dependably and accurately.
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