A(n) __________ gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it.

A(n) __________ gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it.

A(n) __________ gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it. 



A. knowledge

B. communication

C. standards

D. empowerment

E. delivery


Answer: E. delivery


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