When Reba ordered her new side-by-side refrigerator, she expected the people who delivered it to carry it into her kitchen and to connect her ice maker. A ________ occurred when the delivery truck driver left the refrigerator in her front yard.
A) communication gap
B) knowledge gap
C) delivery gap
D) retail gap
E) standards gap

Question

Quizplus · Accepted Answer

A delivery gap occurs when there is a failure in the service delivery process, such as when the refrigerator was left in the front yard instead of being properly delivered and installed in the kitchen.

When Reba Ordered Her New Side-By-Side Refrigerator, She Expected the People