A customer returned a textbook because she decided to drop the class after a few weeks.The sales clerk refunded the customer's money immediately because the refund policy was "no questions asked".What gap was reduced because of the clearly defined guideline?
A)procurement
B)knowledge standards
C)communications
D)performance
E)delivery

Question

Quizplus · Accepted Answer

When employees responsible for providing services are authorized to make important decisions through empowerment,service quality improves lessening the delivery gap.

A Customer Returned a Textbook Because She Decided to Drop