The Delivery Gap Differs from the Communication Gap in That

question 9

Multiple Choice

The delivery gap differs from the communication gap in that the communication gap refers to the difference between:

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

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Definitions:

Anorexia Nervosa

A condition involving eating behaviors that result in extremely low body weight, a profound fear of becoming heavier, and an inaccurate perception of one's own body weight or shape.

Bulimia

An eating disorder characterized by episodes of binge eating followed by purging, to avoid weight gain.

Schachter and Singer's Theory

A psychological theory proposing that emotion is based on physiological arousal and cognitive labeling of the reason for this arousal.

Arousal

A physiological and psychological state of being awake or reactive to stimuli.