An electronic retailer advertised that returns would be quick and easy if customers were dissatisfied with a product. However, customers were unable to find any detailed information about the retailer's return policies on its website and on the purchase invoice. This lack of information is an example of a
A) market gap.
B) delivery gap.
C) communications gap.
D) research gap.
E) knowledge 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.

An Electronic Retailer Advertised That Returns Would Be Quick and Easy