A __________ gap is the difference between the firm's service standards and the service it provides to customers.

A __________ gap is the difference between the firm's service standards and the service it provides to customers.

A __________ gap is the difference between the firm's service standards and the service it provides to customers. 



A. seniority

B. knowledge

C. standards

D. delivery

E. communication


Answer: D. delivery


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