A ________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.
A)seniority
B)knowledge
C)standards
D)delivery
E)communication

Question

Quizplus · Accepted Answer

A knowledge gap occurs when there's a difference between what customers expect and what a company thinks customers expect. This gap can lead to misunderstandings and a failure to meet customer needs if not properly addressed.

A ________ Gap Reflects the Difference Between Customers' Expectations and the Firm's