The difference between customers' expectations and a firm's perception of those customer expectations is reflected in the:
A)standards gap.
B)communication gap.
C)delivery gap.
D)zone of tolerance.
E)knowledge gap.

Question

Quizplus · Accepted Answer

The knowledge gap reflects the difference between customers' expectations and a firm's perception of those customer expectations. This gap occurs when a company does not correctly understand what its customers want or need.

The Difference Between Customers' Expectations and a Firm's Perception of Those