The difference between the actual service provided to customers and the service that a firm's promotion program promises is referred to as the:
A)knowledge gap.
B)standards gap.
C)communication gap.
D)delivery gap.
E)zone of tolerance.

Question

Quizplus · Accepted Answer

The communication gap refers to the difference between the actual service provided to customers and the service that a firm's promotion program promises. This gap can lead to customer dissatisfaction when expectations set by promotional materials are not met by the actual service.

The Difference Between the Actual Service Provided to Customers and the Service