At Sonic Drive In restaurants,employees are timed to measure how quickly a customer can place an order and receive his or her food.When drive-thru employees consistently equal or better the norm,the restaurant manager gives them a $10.00 bonus check.The purpose of this type of incentive is to reduce the _____ gap.
A)communications
B)delivery
C)standards
D)knowledge
E)performance

Question

Quizplus · Accepted Answer

A standards gap refers to the difference between the retailer's perception of customer expectations and the customer service standards.Service standards should be based on customers' perceptions rather than internal operations.To close the standards gap,retailers need to be committed to providing high-quality service,define the role of service providers,set service goals and measure service performances.

At Sonic Drive in Restaurants,employees Are Timed to Measure How