Read Chapter 13 of Dhruv Grewal and Michael Levy’s “Marketing” from 2022, “Services: The Intangible Product” (8th Edition).

Read Chapter 13 of Dhruv Grewal and Michael Levy’s “Marketing” from 2022, “Services: The Intangible Product” (8th Edition). ISBN 13 for the digital edition of McGraw-Hill Education is 978-1-260-71743-3.
Read the Video Summery and watch the videos at the links below.
At FedEx, providing top-notch service is a key focus. Through all forms of contact and throughout the whole client experience, the business aims to provide exceptional, dependable service. The whole company is based on this principle. One of the secrets of FedEx’s success is its focus on providing high-quality services, which encourage client loyalty and repeat business.
https://www.viddler.com/embed/55dcd635 9.3 Video Link: FedEx: Excellence in Customer Service Question to Test Your Knowledge:
Discussion First Question According to the film, FedEx is aware of how crucial it is to comprehend consumers’ expectations. By learning about customer expectations, which gap in the Gaps Model is FedEx attempting to close? What are some of the most important consumer expectations FedEx has built its service to meet?