Empowering employees as a means of reducing service delivery gaps is particularly important in situations where:
A) manufacturers dominate the supply chain.
B) government regulations force marketers to create huge standards gaps.
C) services are repetitive and predictable.
D) customers know what they want but not what they need to accomplish their goal.
E) all of these.

Question

Quizplus · Accepted Answer

Empowering employees is crucial when customers know what they want but not what they need, as it allows employees to use their judgment and expertise to guide customers effectively, reducing service delivery gaps.

Empowering Employees as a Means of Reducing Service Delivery Gaps