The knowledge gap pertains to the difference between the firm's perceptions of customers' expectations and the service standards it sets.

Name: The knowledge gap pertains to the difference between the firm's perceptions of customers' expectations and the service standards it sets.
Brand: Quizplus
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Question

Quizplus · Accepted Answer

The knowledge gap refers to the difference between what customers expect and what management perceives those expectations to be, not the service standards set by the firm.

The Knowledge Gap Pertains to the Difference Between the Firm's