David's Marketing Research Returned the Finding That Customers Were Staying

Multiple Choice

David's marketing research returned the finding that customers were staying away from his bookstore because of a lack of services like gift cards,return policies,and special orders.David was shocked."Nobody ever asks about that stuff! If it were that important,people would ask about it." David is likely suffering from a(n) ________ gap.

A) knowledge
B) standards
C) ethics
D) delivery
E) communications