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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a manufacturer of printed circuit boards uses exponential smoothing with trend to forecast monthly demand of its product. at the end of december, the company wishes to forecast sales for january. the estimate of trend through november has been 200 additional boards sold per month. average sales have been around 1000 units per month. the demand for december was 1100 units. the company uses α = 0.20 and β = 0.10. make a forecast including trend for the month of january.