The Standards Gap Differs from the Delivery Gap in That

Multiple Choice

The standards gap differs from the delivery gap in that the delivery gap is the difference between:

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