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:

Amygdala

A part of the brain's limbic system involved in emotion regulation, emotional learning, and the formation of memories associated with emotional events.

Convolutions

The folds or ridges on the brain's surface, increasing the brain's surface area and its ability to process information.

Fissures

Deep grooves or splits in tissues or organs, including those found in the brain which separate different lobes or areas.

Cortex

The outermost layer of the brain involved in complex functions such as perception, thought, and decision-making.