The difference between the service promised by a retailer and the service actually delivered is known as the
A) communications gap.
B) delivery gap.
C) research gap.
D) market gap.
E) knowledge gap.

Question

Quizplus · Accepted Answer

The communications gap is the difference between the service promised and the service actually delivered. Overstating the service offered raises customer expectations.

The Difference Between the Service Promised by a Retailer and the Service