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:

Normal Minds

Refers to the psychological state or cognitive abilities perceived as within the typical or average range of human functioning.

Dialectical Tensions

Refers to the conflicts between two opposing forces or desires that are inherent in relationships, often driving their dynamic change.

Systemic Therapies

Therapies that consider the individual within the context of systems, such as family or society, to address issues in a holistic manner.

Therapeutic Double Binds

A scenario in therapy where the client faces two contradictory demands or messages, making it challenging for the client to decide on a course of action.