Customers at Chapter One Bookstore complained about how long they had to wait while the sales clerk manually checked the books to see which ones were available in the store's inventory. The owner, therefore, decided to install a computer and database management program to manage the store's inventory. Implementing customers' feedback and using technology reduced the store's
A) communication gap.
B) standards gap.
C) research gap.
D) brand gap.
E) knowledge 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. After retailers gather information about customer service expectations and perceptions, the next step is to use this information to set standards and develop systems for delivering high-quality service.

Customers at Chapter One Bookstore Complained About How Long They