When There Is a Significant Difference Between the Service Customers

question 24

Multiple Choice

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a

• A) knowledge gap.
• B) standards gap.
• C) social expectations gap.
• D) delivery gap.
• E) communications gap.

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Definitions:

Hotspot

A physical location where people can access the internet, typically using Wi-Fi, via a wireless local area network (WLAN) with a router connected to an internet service provider.

Bluetooth

Bluetooth is a wireless technology standard for exchanging data over short distances, enabling the connection of devices such as smartphones, speakers, and wearables.

Upstream

Describes information that is sent to the Internet, such as transmitting email or uploading a file to a server.

Downstream

Describes information pulled from the Internet, such as when viewing web pages or downloading a file.