I’m working on a research & summaries report and need a sample draft to help me study.
Please read the following article:
Vader, R., Lin, W., & Martin, P. 2020. Pleasing Customers During a Pandemic. KPMG
Develop a paper (no more than 2 pages) addressing the following questions:
1. Summarize the article — What do you see as the four key points in the article – how has consumer behavior changed as a result of the pandemic (please do this in bullet style)?
2. Using the “Customer Gap” from the Gaps Model of Service Quality as your analytical framework, how do you think customer service expectations and perceptions of service quality have changed?
3. Are these changes permanent or will we revert back to the past once the pandemic is over? In what ways will consumer service expectations and perceptions of quality be different after the Pandemic is over (once the vaccine is widely available)? Why?
Paper format Requirements: 12 points font, 1 inch margins, double spaced.
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