Question

A__________ gap exists when a firm knows what it needs to do to meet customers' service expectations but sometimes fails to do it.a. deliveryb. empowermentc. communicationd. knowledgee. standards

Answer 1

Answer:

a. delivery

Explanation:

The delivery gap is that gap which shows a difference between the company service timing and actual service timing that is given to the customer

The motive of the organization is to deliver the productions within the prescribed time so that the customers can get maximum satisfaction.  

But if the delivery is not made with the given that, the customer expectation falls which ultimately reduces the customer satisfaction towards the products delivered to them.