When Desiree 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(n)_____ occurred when the delivery truck driver left the refrigerator on her porch.
A)retail delay
B)attitudinal bias
C)learned response
D)service gap
E)motivational guide

Question

Quizplus · Accepted Answer

A service gap refers to the difference between the customer's expectations and the customer's perception of customer service.

When Desiree Ordered Her New Side-By-Side Refrigerator,she Expected the People