The Standards Gap Differs from the Communication Gap in That

question 40

Multiple Choice

The standards gap differs from the communication 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)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 service that a firm's promotion program promises.
• E)customers' expectations and a firm's perception of those expectations.

---

Definitions:

Random Assignment

A process in experimental design that randomly places participants into either a control group or an experimental group to reduce biases.

Operational Definitions

Specific explanations of abstract concepts that a researcher uses to measure those concepts empirically in their study.

Dependent Variable

In research, it is the variable that is tested and measured, expected to change as a result of manipulations to the independent variable.

Correlation

A statistical measure that indicates the extent to which two or more variables fluctuate together, showing the strength and direction of a relationship between variables.