A customer returned a textbook to a bookstore because she decided to drop the class after a few weeks. The sales clerk refunded the customer's money immediately because the store had a "no questions asked" refund policy. Which of the following service gaps was reduced because of the clearly defined guideline?
A) Procurement gap
B) Knowledge gap
C) Communication gap
D) Research gap
E) Delivery 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, improve internal communications, and use technology.

A Customer Returned a Textbook to a Bookstore Because She