31 40 Moving to another question will save this response. Question 14 The distance between a customer's expectations of a service and perception of the service actually delivered is called Service gap Knowledge gap Standards gap Communication gap Moving to another question will save this response Moving to another question will save this response Question 15 First Line Managers are also involved in four functions like their higher-ups to do their... Organizing directing and controlling Quality maintaining Audit Job planning HRM Moving to another question will save this response > Moving to another question will save this response. Question 16 Total Preventive Maintenance: Scientific prevention through .......... care of equipment Organized structured systematized standardized Moving to another question will save this response