Solved

The Difference Between the Actual Service Provided to Customers and the Service

Question 122

Multiple Choice

The difference between the actual service provided to customers and the service that a firm's promotion program promises is referred to as the:

A) knowledge gap.
B) standards gap.
C) communication gap.
D) delivery gap.
E) zone of tolerance.

Related Questions

Q117: Explain the four characteristics of services that

Q118: Responsiveness refers to the caring and individualized

Q119: Empty seats in airlines and empty rooms

Q120: How do service providers reduce service inconsistency?

Q121: The difference between customers' expectations and a

Q123: Karen always uses the services of Flash

Q124: Jane prefers to visit a particular hair

Q125: A beach resort provides a questionnaire to

Q126: Mark and Julia booked a holiday

Q127: In a service failure situation, some customers