The Knowledge Gap Differs from the Standards Gap in That

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

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

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