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