The Knowledge Gap Differs from the Standards Gap in That

question 74

Multiple Choice

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

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

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Definitions:

Attribution Theory

A theory that explains how individuals pinpoint the causes of their own and others’ behavior.

General Mental Ability

An individual's overall capacity to think abstractly, reason, plan, solve problems, comprehend complex ideas, learn quickly, and learn from experience.

Psychological Approach

A method of understanding human behavior that focuses on the mental processes and emotional factors influencing individuals.

Human Behavior

The range of actions and mannerisms exhibited by humans in conjunction with their environment, influenced by culture, attitudes, emotions, and values.