If a firm promises more than it can deliver,
a. it has created an empowerment gap.
b. consumers will have a knowledge gap.
c. it creates a communication gap.
d. it needs to enact a voice-of-customer program.
e. perishability becomes a problem.

The correct answer is C. it creates a communication gap.

Explanation:

This gap illustrates those differences between service delivery and external communications that the company makes to the customer. These problems are due to lack of honesty or definitely bad communication. It also happens because companies promise too much and there is no proper coordination between what is done and what is said to be done. Another factor is that companies do not include interactive marketing, do not have a good internal marketing program and do not educate customers or employees. Makes exaggerated promises in your advertising or personal sales. Or set prices inappropriately: prices generate expectations in customers.

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