Fedex has learned that its customers expect packages to arrive on time and in good condition, and that customers wish to have control over their orders. by seeking to understand customer expectations, fedex seeks to close the gap.

"the knowledge gap"
       By working to understand and deliver on costumer expectations, FedEx is seeking to close the knowledge gap. The knowledge gap is the difference between what a company's management provides to customers and what the customers expect to get from a company. If FedEx can close the knowledge gap between management and customers, they will be vastly more profitable and customers will be much happier.

The answer would be false.