The Delivery Gap Differs from the Communication Gap in That

Multiple Choice

The delivery gap differs from the communication gap in that the communication gap refers to the difference between:

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