A(n)________ gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it.
A)knowledge
B)communication
C)standards
D)empowerment
E)delivery

Question

Quizplus · Accepted Answer

A delivery gap occurs when a company knows what it needs to do to meet customers' service expectations but fails to deliver on those promises. This can be caused by a variety of factors, including poor training, inadequate resources, or inefficient processes. It is essential for companies to identify and close their delivery gaps to ensure customer satisfaction and loyalty.

A(n)________ Gap Exists When a Firm Knows What It Needs