The Difference Between a Firm's Service Standards and the Actual

question 82

Multiple Choice

The difference between a firm's service standards and the actual service it provides to customers is called the:

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

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Definitions:

Franchise Agreement

A legal contract in which a franchisor grants the franchisee the rights to use its trademark, sell its products, or operate under its brand for a specified period.

Terminate the Franchise

The process of legally ending or cancelling a franchise agreement before its specified term concludes.

Price-Cutting

A strategy where prices are significantly reduced, often below those of competitors, to attract customers or increase market share.

Pricing Practices

The methods and strategies businesses use to set and adjust prices for their products or services.