Retailers reduce their ________ by utilizing mystery shoppers to assess service quality.
A) standards gap
B) knowledge gap
C) responsiveness
D) reliability
E) tangibility

Question

Quizplus · Accepted Answer

Standards gap can be reduced by measuring service performance. Mystery shoppers are professional shoppers who visit stores to assess the service provided by store employees and the presentation of the merchandise. Retailers assess the service quality to ensure that the set service goals are being achieved.

Retailers Reduce Their ________ by Utilizing Mystery Shoppers to Assess