Which of the Following Is True Regarding the Communication Gap

Multiple Choice

Which of the following is true regarding the communication gap?

A) It refers to the difference between the firm's service standards and the actual service it provides to customers.
B) Empowering service providers is an effective method of reducing this gap.
C) It can be reduced by managing customer expectations effectively.
D) It reflects the difference between customers' expectations and the firm's perception of those customer expectations.
E) It can be closed by getting employees to meet or exceed service standards.