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Copyright © 2013 by The McGraw-Hill Companies, Inc. All ri

McGraw-Hill/Irwin. Part 3. UNDERSTANDING CUSTOMER REQUIREMENTS. 5-. 2. Company Perceptions of Customer Expectations. Expected Service. CUSTOMER. COMPANY. Provider Gap 1. Gap 1:. The Listening Gap. 5-.

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Copyright © 2013 by The McGraw-Hill Companies, Inc. All ri






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