Customers at Chapter One Bookstore complained about how long they had to wait while the sales clerk manually looked up mystery books to see which ones were available in the store's inventory.The owner therefore decided to buy a computer and database management program to better manage the store's inventory.Technology was used to reduce the store's _____ gap.
A)communications
B)standards
C)performance
D)delivery
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.

Customers at Chapter One Bookstore Complained About How Long They