Question $10($Mandatory$)(1$ point$)$

David's marketing research returned the finding that customers were staying away from his bookstore because of a

lack of services like gift cards, return policies, and special orders. David was shocked. "Nobody ever asks about that

stuff! If it were that important, people would ask about it$."$ David is likely suffering from a$($n$)$

gap.

A$)$ ethics

B$)$ standards

C$)$ delivery

D$)$ knowledge

E$)$ communications