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06-09-2018
Business

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What is a delivery gap?
a. the difference between a firm's service standards and the actual service it provides
b. the difference between the actual service provided to customers and the firm's promotion program services
c. the difference between a firm's perceptions of customer's expectations and the service standards it sets
d. all of the above?

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06-09-2018

A delivery gap is,

a. the difference between a firm's service standards and the actual service it provides

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