An electronics retail chain allows its front-line employees to make adjustments in day-to-day activities based on the needs of its customers across its outlets in various locations.This approach will help the retail chain in reducing the:
A)knowledge gap.
B)delivery gap.
C)standards gap.
D)communication gap.
E)zone of tolerance.

Question

Quizplus · Accepted Answer

Allowing front-line employees to make adjustments based on customer needs will help the retail chain in reducing the delivery gap, which is the gap between the service delivery promised and the actual service delivered. By empowering employees to make adjustments, the company can ensure that customers receive the service they expect, leading to greater customer satisfaction and loyalty.

An Electronics Retail Chain Allows Its Front-Line Employees to Make