What Is the Potential Gap Between Expected Service and Perceived

question 14

Essay

What is the potential gap between expected service and perceived service? What strategies can marketers adopt to ensure that this gap does not occur or deal with it once it has occurred?

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Definitions:

Inner Conflict

A psychological struggle within the self, arising from opposing demands or impulses.

General Adaptation Syndrome

General Adaptation Syndrome is a three-phase response to stress identified by Hans Selye, including alarm, resistance, and exhaustion stages.

Stage of Exhaustion

Refers to the final phase of the General Adaptation Syndrome where the body is no longer able to resist stressors effectively, leading to depletion of energy and possible health issues.

Alarm Stage

The initial reaction of the body's stress response, marked by heightened awareness and mobilization of resources to confront a perceived threat.