4. Common reasons for resisting a product Cultural differences or image. Psychological barrier Physical, economic, or social Risk barrier Product provides no incentive to change Value barrier Product is incompatible with existing habits Usage barrier
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12. Assessing service quality Gap Service that customers receive & Service they want Service What the company provides & What the customer is told it provides Communication Service quality specifications & Service that is actually provide Delivery What management thinks customers want & Quality specifications that management develops to provide the service Standard What management thinks customers want & What customers want Knowledge
