When a firm is trying to match customer expectations with actual service through research, it is attempting to reduce the:
A)knowledge gap.
B)standards gap.
C)delivery gap.
D)communication gap.
E)time gap.

Question

Quizplus · Accepted Answer

The knowledge gap refers to the difference between customer expectations and the firm's perception of those expectations. By conducting research to better understand what customers expect, a firm can more accurately align its services with those expectations, thereby reducing the knowledge gap.

When a Firm Is Trying to Match Customer Expectations with Actual