The Delivery Gap Differs from the Knowledge Gap in That

Multiple Choice

The delivery gap differs from the knowledge gap in that the knowledge gap reflects the difference between:

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