The Standards Gap Differs from the Delivery Gap in That

question 80

Multiple Choice

The standards gap differs from the delivery gap in that the delivery gap is the difference between:

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

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Definitions:

Income Statement

A financial statement that shows a company's revenues and expenses over a specific period, indicating its net income or loss.

Manufacturing Company

A type of business that produces finished goods from raw materials through the use of labor, machinery, tools, and chemical or biological processing or formulation.

Indirect Labor

Labor costs of employees who do not directly work on a product, but whose services are necessary for the production process.

Factory Overhead

All indirect costs associated with manufacturing, excluding direct materials and direct labor costs, such as utilities, depreciation, and maintenance expenses.