The Delivery Gap Differs from the Communication Gap in That

question 9

Multiple Choice

The delivery gap differs from the communication gap in that the communication gap refers to the difference between:

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

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Definitions:

P(A And B)

The likelihood that events A and B will happen simultaneously.

Independent Events

Two or more events are independent if the occurrence of one does not affect the probability of the other(s).

P(A)

The probability of event A occurring in a given statistical experiment.

P(B)

In probability, represents the likelihood or chance of a particular event B occurring.