The Knowledge Gap Differs from the Standards Gap in That

Multiple Choice

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

A) the firm's service standards and the actual service it provides to customers.
B) customers' expectations and the firm's perception of those expectations.
C) the firm's perceptions of customers' expectations and the service standards it sets.
D) the customers' expectations and service standards set by the firm.
E) the actual service provided to customers and the service that the firm's promotion program
Promises.