When Donna ordered a refrigerator, she expected the people who delivered it to install the refrigerator. However, the refrigerator was left at her door, and Donna's expectations were not met. Which of the following terms best describes the given scenario?
A) Procedural fairness
B) Distributive fairness
C) Learned response
D) Service gap
E) Services cape

Question

Quizplus · Accepted Answer

A service gap occurs when the customer's perception of the service delivered by a retailer fails to meet the customer's expectations.

When Donna Ordered a Refrigerator, She Expected the People Who