Parisian, a specialty department store chain in the southeastern U.S., instituted a policy change allowing sales associates to accept personal checks up to $5000 without department manager approval. Parisian's is using empowerment to narrow provider _____ of the gaps model of service quality.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

Empowerment of employees, such as allowing sales associates to accept personal checks without manager approval, helps to narrow Gap 3, which is the gap between service delivery and service standards.

Parisian, a Specialty Department Store Chain in the Southeastern U