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What does conversion cost consist of?
Quality Gap
Quality Gap is the difference between customer expectations for service quality and their perceptions of the actual service received.
Instrumental Support
Practical or material assistance provided to someone in need, such as financial help or resources.
Delivery Gap
The discrepancy between a company's service quality specifications and the actual service delivered to customers.
Zone of Tolerance
The range within which consumers are willing to accept variations in a product or service’s level of quality.
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