The Standards Gap Differs from the Delivery Gap in That

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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