The ____ gap is the difference between the service the firm promises to deliver through its external communications and the service it actually delivers to its customers.
A)knowledge
B)standards
C)delivery
D)communications
E)service

Question

Quizplus · Accepted Answer

The communications gap refers to the difference between what a company promises to its customers through its promotional activities and what it actually delivers. This can lead to customer dissatisfaction if expectations are not met.

The ____ Gap Is the Difference Between the Service the Firm