A company surveyed both its customers and its senior management about customer expectations.Senior management's perceptions of customer expectations did not match customers' actual expectations.This is an example of:
A)A knowledge gap.
B)A standards gap.
C)A performance gap.
D)A perception gap.

Question

Quizplus · Accepted Answer

A knowledge gap occurs when there is a difference between what the company believes customers expect and what customers actually expect.

A Company Surveyed Both Its Customers and Its Senior Management