If firms are more realistic about the services they can provide and at the same time manage customer expectations effectively, they generally can close this gap. Multiple Choice Knowledge Standards Delivery Communication Ethical

Communication

Explanation:

Communication is the process by which information is transmitted from a sender to a receiver, and also involves feedback that shows the receiver understood the message.

When there is a communication gap the receiver is not getting the message as intended.

If companies were to be more realistic in providing services and manage customer expectations, customers will not be over expectant with regards to the companie's products and services.

For example if the company delivers product and it communicates that it can do so in 2 days. Making the customer think it can be done in 1 day will be counterproductive. So clearity on services and abilities is key to closing communication gap.

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