If There Is a Difference Between the Firm's Perceptions of Customers

question 74

Multiple Choice

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set, a ________ gap exists.

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

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Definitions:

Public Assistance

Government programs designed to provide financial aid to individuals or groups who are unable to support themselves.

Immigrant Population

The group of people residing in a country who were born in another country.

Illegal Immigrants

Individuals who enter or reside in a country without proper authorization or have overstayed their visa.

Lower Costs

A reduction in the expenses associated with producing or acquiring goods and services.