Which of the following refers to the difference between a firm's perceptions of customers' expectations and the service levels it sets?
A)Knowledge gap
B)Standards gap
C)Zone of tolerance
D)Delivery gap
E)Communication gap

Question

Quizplus · Accepted Answer

The standards gap refers to the difference between a firm's perceptions of customers' expectations and the service levels it sets. This can be caused by inadequate management or lack of communication between management and employees.

The knowledge gap refers to the gap between what management thinks customers expect and what customers actually expect. The zone of tolerance refers to the range of service expectations that customers are willing to accept. The delivery gap refers to the gap between the service that customers receive and the service that management has promised. The communication gap refers to the gap between what a company says it will do and what it actually does.

Which of the Following Refers to the Difference Between a Firm's