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

question 73

Multiple Choice

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

• A)knowledge gap.
• B)standards gap.
• C)communication gap.
• D)delivery gap.
• E)criterion gap.

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Definitions:

Autonomy

The right or condition of self-government, especially in a particular sphere.

Breaks

Periods of time allocated during work or other activities for rest or recreation.

Market Revolution

The Market Revolution was a period of radical changes in the United States economy in the 19th century, characterized by the expansion of markets, innovations in transportation and communication, and shifts in labor practices.

Transportation

The movement of people or goods from one place to another using various modes such as vehicles, trains, ships, or airplanes.