To reduce the delivery gap, retailers need to
A) avoid empowering their front-line employees.
B) always assume they know what the customer is complaining about.
C) encourage store employees to have an antagonistic attitude toward customer complaints.
D) provide instrumental and emotional support to employees.
E) set service standards based on internal operations rather than customers' perceptions.

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, improve internal communications, and use technology.

To Reduce the Delivery Gap, Retailers Need to