The Delivery Gap Differs from the Knowledge Gap in That

question 82

Multiple Choice

The delivery gap differs from the knowledge gap in that the knowledge gap reflects the difference between:

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

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Definitions:

Media-sharing Sites

Platforms online that allow users to upload, share, and view videos, images, and other media content.

Owned Media

Any media content that is controlled by an organization, including websites, blogs, and social media accounts.

Microblog

A form of blogging that allows users to share small pieces of content, such as short sentences, images, or video links, typically on platforms like Twitter.

Trackbacks

A mechanism for communication between websites that allows one website to notify another about an update or reference.