Hector ordered a model fighter jet at a discounted price of $22 from a hobby catalog. However, he was charged an extra $10 for shipping charges that were not mentioned anywhere on the catalog. He decided never to buy anything from that catalog again. Due to a ________, the catalog retailer lost a customer.
A) delivery gap
B) communications gap
C) market gap
D) knowledge gap
E) research gap

Question

Quizplus · Accepted Answer

The communications gap is the difference between the service promised by the retailer and the service actually delivered. Overstating the service offered raises customer expectations. Then, if the retailer fails to follow through by improving actual customer service, expectations exceed perceived service, and customers are dissatisfied.

Hector Ordered a Model Fighter Jet at a Discounted Price