When the customer's perception of the service delivered by a retailer fails to meet the customer's expectations, a(n) ________ results.
A) standardized service
B) service gap
C) personalized service
D) procedural fairness
E) assurance

Question

Quizplus · Accepted Answer

When the customer's perception of the service delivered by a retailer fails to meet the customer's expectations, a service gap results.

When the Customer's Perception of the Service Delivered by a Retailer