Answer:
how they communicate the service they promise.
Explanation:
Although firms such as restaurants have difficulty controlling service quality from day to day, they do have control over how they communicate the service they promise.
It will create a communication gap if firms deliver lesser than what they promised to their customer. It is a fact that services are not always of the same quality from one time period to another, however, there is customer´s zone of tolerance, which is the difference between what customers want and what customer will accept before going to any other service provider or restaurant. Firm has to make sure that it´s service do not fall below the customer´s zone of tolerance.
