The Standards Gap Differs from the Communication Gap in That

Multiple Choice

The standards gap differs from the communication 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) 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 service that the firm's promotion program promises.
E) customers' expectations and the firm's perception of those expectations.