The ________ can be closed by developing specific guidelines and systems for delivering high-quality service.
A) communication gap
B) standards gap
C) research gap
D) knowledge gap
E) delivery gap

Question

Quizplus · Accepted Answer

A standards gap refers to the difference between the retailer's knowledge of customers' perceptions and expectations and the service standards it sets. To close the standards gap, retailers need to commit to providing high-quality service, define the role of service providers, set service goals, and measure service performance.

The ________ Can Be Closed by Developing Specific Guidelines and Systems