When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a _______ gap.

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a _______ gap.

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a _______ gap. 



A. knowledge

B. standards

C. social expectations

D. delivery

E. communications


Answer: E. communications


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