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

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

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


Answer: B. knowledge


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