By being more realistic about the services they can provide and by managing customer expectations effectively, firms can reduce the:
A)zone of tolerance.
B)knowledge gap.
C)standards gap.
D)delivery gap.
E)communication gap.

Question

Quizplus · Accepted Answer

By managing customer expectations effectively, firms can reduce the communication gap, which is the difference between what a firm promises to deliver and what it actually delivers.

By Being More Realistic About the Services They Can Provide