Senior management thought customers expected a rate of at least 96 percent for on-time delivery.However,senior management established a standard of 94 percent.The difference is the:
A)Satisfaction gap.
B)Performance gap.
C)Standards gap.
D)Knowledge gap.

Question

Quizplus · Accepted Answer

The difference between customers' expected rate of at least 96 percent and the established standard of 94 percent is the standards gap.

Senior Management Thought Customers Expected a Rate of at Least