The difference between the actual service provided to customers and the service that the firm's promotion program promises is referred to as the:
A) knowledge gap.
B) standards gap.
C) communication gap.
D) delivery gap.
E) criterion gap.
Correct Answer:
Verified
Q30: Firms can close the communication gap by:
A)getting
Q35: The knowledge gap differs from the standards
Q36: The difference between the firm's service standards
Q37: The delivery gap differs from the knowledge
Q38: Customers' perceptions of how well a service
Q41: A beach resort provides a questionnaire to
Q42: An electronics retail chain asked its customers
Q43: Jane prefers to visit a particular hair
Q44: The dimension of responsiveness used by customers
Q45: When a firm is questioning its customers
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