An electronic retailer surveys its customers to understand the factors that they consider before making a purchase decision. The retailer is trying to bridge the ________ by using customer research.
A) delivery gap
B) standards gap
C) performance gap
D) knowledge gap
E) communication gap

Question

Quizplus · Accepted Answer

The knowledge gap reflects the difference between customers' expectations and the retailer's perception of those customer expectations. Retailers can reduce the knowledge gap and develop a better understanding of customer expectations by undertaking customer research.

An Electronic Retailer Surveys Its Customers to Understand the Factors