The Difference Between Customers' Expectations and a Firm's Perception of Those

question 121

Multiple Choice

The difference between customers' expectations and a firm's perception of those customer expectations is reflected in the:

• A)standards gap.
• B)communication gap.
• C)delivery gap.
• D)zone of tolerance.
• E)knowledge gap.

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Definitions:

Franchising Relationship

A business model that involves a contractual partnership between a franchisor and franchisee to use the franchisor's brand and operating methods.

Franchisor

A business entity that grants the right to an individual or group to carry out commercial activities using its branding, system, and intellectual property in exchange for a fee and adherence to agreed specifications.

Corporate Brand

The collective identity, values, and personality of a company as perceived by the public, employees, and stakeholders.

Franchises

Licensing arrangements whereby an individual or company can use a firm's business model and brand for a prescribed period.