Marcel works in the linen department of a large department store. When a customer arrives to collect a tablecloth that she had specially ordered, she is disappointed to know that the delivery of the ordered merchandise has been delayed. Marcel is able to use empowerment to bridge the ________ by offering to deliver the product to the customer's residence.
A) knowledge gap
B) delivery gap
C) communication gap
D) research gap
E) brand gap

Question

Quizplus · Accepted Answer

To reduce the delivery gap and provide service that exceeds standards, retailers must give service providers the necessary information and training, empower employees to act in the customers' and firm's best interests, provide instrumental and emotional support, provide appropriate incentives, improving internal communications, and use technology.

Marcel Works in the Linen Department of a Large Department