Firms can close the __________ gap by matching customer expectations with actual service through research.
A) seniority
B) knowledge
C) standards
D) delivery
E) communication

Question

Quizplus · Accepted Answer

The knowledge gap refers to the difference between customer expectations and the firm's perception of those expectations. Firms can close this gap by conducting research to better understand what customers expect.

Firms Can Close the __________ Gap by Matching Customer Expectations