If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set, a ________ gap exists.
A)seniority
B)knowledge
C)standards
D)delivery
E)communication

Question

Quizplus · Accepted Answer

This is known as a standards gap, which occurs when there's a difference between the firm's perceptions of customers' expectations and the actual service standards the firm has set.

If There Is a Difference Between the Firm's Perceptions of Customers