The ______ is the difference between what service providers believe customers expect and customers' actual needs and expectations
a. interpretation gap
b. standard gap
c. knowledge gap
d. service quality gap
e. internal communications gap
Answer: C
The ______ is the difference between what service providers believe customers expect and customers' actual needs and expectations
a. interpretation gap
b. standard gap
c. knowledge gap
d. service quality gap
e. internal communications gap
Answer: C