The standards gap differs from the delivery gap in that the delivery gap is the difference between:
A)actual services provided to customers and services that a firm's promotion program promises.
B)a firm's perceptions of customers' expectations and the service standards it sets.
C)customers' expectations and a firm's perception of those expectations.
D)a firm's service standards and the actual service it provides to customers.
E)a firm's service standards and the service that the firm's promotion program promises.

Question

Quizplus · Accepted Answer

The delivery gap is the difference between a firm's service standards and the actual service it provides to customers. On the other hand, the standards gap is the difference between a firm's perception of customers' expectations and the service standards it sets. Option A is incorrect because it describes the communication gap. Option B is incorrect because it describes the perception gap. Option C is incorrect because it describes the knowledge gap. Option E is incorrect because it is a combination of the communication gap and the standards gap.

The Standards Gap Differs from the Delivery Gap in That