The Standards Gap Differs from the Delivery Gap in That

question 94

Multiple Choice

The standards gap differs from the delivery gap in that the delivery gap is the difference between:

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

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Definitions:

Price Elasticity

An assessment of the sensitivity of the demand for an item to shifts in its cost.

Strawberry Ice Cream

A frozen dessert made from dairy ingredients such as milk and cream, sweetened and flavored with strawberries.

Price-elastic

A characteristic of a good or service indicating a high sensitivity to changes in its price, where a small price change leads to a significant change in quantity demanded or supplied.

Price Elasticity

A measure of the sensitivity of quantity demanded or supplied to changes in price.