Which of the following can increase a retailer's actual service performance rather than customer's perspective of service?
A)communications
B)standards
C)performance
D)knowledge
E)delivery

Question

Quizplus · Accepted Answer

A standards gap refers to the difference between the retailer's perception of customer expectations and the customer service standards.Service standards should be based on customers' perceptions rather than internal operations.To close the standards gap,retailers need to be committed to providing high-quality service,define the role of service providers,set service goals and measure service performances.

Which of the Following Can Increase a Retailer's Actual Service