A ________ Gap Reflects the Difference Between Customers' Expectations and the Firm's

question 37

Multiple Choice

A ________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

• A)seniority
• B)knowledge
• C)standards
• D)delivery
• E)communication

---

Definitions:

Communication

A two-way process involving the sending and receiving of messages.

Anxiety

A psychological condition marked by intense feelings of anxiety, worry, or fear that significantly disrupt daily functioning.

Hypothalamus

A region of the brain responsible for the regulation of certain metabolic processes and other autonomic system activities.

Endocrine Responses

Hormonal reactions triggered by the body's endocrine system in response to various stimuli, affecting metabolism, growth, and other physiological functions.