Retailers can reduce the delivery gap by
A) setting service standards based on internal operations rather than customers' perceptions.
B) providing employees the necessary skills and knowledge.
C) dwelling primarily on the negative aspects of customer problems.
D) providing standardized rather than personalized services for purchases involving high risk.
E) setting service goals that are broad and intangible.

Question

Quizplus · Accepted Answer

To reduce the delivery gap and provide service that exceeds standards, retailers must give service providers the necessary information and training, empower employees to act in the customers' and firm's best interests, provide instrumental and emotional support, provide appropriate incentives, improving internal communication, and use technology.

Retailers Can Reduce the Delivery Gap by