Marcel works in the linen department of a large department store.When a customer arrived Friday morning to pick up a Thanksgiving tablecloth she had specially ordered,she was disappointed to find deliveries were late,and the cloth had not yet arrived.She was planning to use it at a Thanksgiving gathering at her home this weekend.Marcel was able to use empowerment to bridge the _____ gap by offering to bring the tablecloth to her home himself as soon as it arrived at the store.
A)knowledge
B)delivery
C)communications
D)research
E)performance

Question

Quizplus · Accepted Answer

When employees responsible for providing services are authorized to make important decisions through empowerment,service quality improves lessening the delivery gap.

Marcel Works in the Linen Department of a Large Department