Firms can close the __________ gap by matching customer expectations with actual service through use of marketing metrics.

Firms can close the __________ gap by matching customer expectations with actual service through use of marketing metrics.

Firms can close the __________ gap by matching customer expectations with actual service through use of marketing metrics. 



A. seniority

B. knowledge

C. standards

D. delivery

E. communication


Answer: B. knowledge


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