The manager of the Warren Wilson College Bookstore believes in the importance of having well-stocked shelves.During the first weeks of each semester,the manager hires additional employees,but because she believes that students prefer to wait in line rather than not have the merchandise they need on the shelf,she has the additional employees spend their workdays stocking shelves.At busy times during the first week of class,students may wait ten or more minutes to check out because there are not enough clerks ringing up sales.Some students get frustrated and leave without buying.This situation indicates a _____ gap.
A)standards
B)communications
C)performance
D)research
E)knowledge

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.

The Manager of the Warren Wilson College Bookstore Believes in the Importance