The Delivery Gap Differs from the Knowledge Gap in That

question 64

Multiple Choice

The delivery gap differs from the knowledge gap in that the knowledge gap reflects the difference between:

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

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Definitions:

Muscle-fitness Program

A regimen of physical activities designed to strengthen and enhance the muscular system.

Isokinetic Training

A form of exercise involving controlled movements at a constant speed, often using specialized equipment.

Overload Principle

A principle in fitness and training that suggests in order to improve, athletes must continually work harder as their bodies adjust to existing workouts.

Delayed-onset Muscle

Soreness experienced after exercise, peaking from 24 to 72 hours post-exercise, resulting from micro-tears in muscle fibers.