Which of the following statements best describes the communication gap?
A)It refers to the difference between a firm's service standards and the actual service it provides to customers.
B)It can be reduced effectively by empowering service providers.
C)It can be reduced by managing customer expectations effectively.
D)It reflects the difference between customers' expectations and a firm's perception of those customer expectations.
E)It can be closed by getting employees to meet or exceed service standards.

Question

Quizplus · Accepted Answer

The Answer of Which of the following statements best describes the communication gap?
A)It refers to the difference between a firm's service standards and the actual service it provides to customers.
B)It can be reduced effectively by empowering service providers.
C)It can be reduced by managing customer expectations effectively.
D)It reflects the difference between customers' expectations and a firm's perception of those customer expectations.
E)It can be closed by getting employees to meet or exceed service standards.

Which of the Following Statements Best Describes the Communication Gap