ISS 2020 Vision Future of Service Management | Page 124
11. To what extent do you agree or disagree with this statement:
“There is a gap between the service expectations of customers and their willingness to pay.”
49%
30%
13%
6%
Strongly
agree
122
Agree
Neutral
Disagree
1% 1%
Strongly
disagree N/A
ISS 2020 Vision Future of Service Management | Page 123
ISS 2020 Vision Future of Service Management | Page 125
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