Jane, the manager of a bookstore at Warren Wilson College, hires additional employees during the first few weeks of each semester but does not clearly define their responsibilities. Hence, during busy times, the students end up waiting for more than ten minutes to check out because there are not enough clerks ringing up sales. Some students get frustrated and leave without buying. This situation indicates a
A) standards gap.
B) communication gap.
C) brand gap.
D) research 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 be committed to providing high-quality service, define the role of service providers, set service goals, and measure service performance.

Jane, the Manager of a Bookstore at Warren Wilson College