The Difference Between What Customers Expect and What They Receive

question 73

Short Answer

The difference between what customers expect and what they receive from the service provider is known as the ________ gap.

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Definitions:

Express Warranty

A clearly stated guarantee provided by a seller regarding the condition or quality of a product.

Implied Warranty

An unwritten, unstated guarantee that a product will meet basic standards of quality and reliability.

Express Warranty

A seller's explicit promise or guarantee, assuring the quality or performance of a product, often included in the written contract.

UCC

The Uniform Commercial Code, a comprehensive set of laws governing all commercial transactions in the United States, intended to harmonize the law among the states.