Dopson's Hardware was in bad financial shape.They owed so much money that vendors put the store on a cash-only delivery basis.As a result,the store had a dwindling inventory of goods to sell.Whenever a customer asked about an unavailable item,the owner directed the sales staff to say that it was on back order and would be in stock next week.When the customer returned,the item was still unavailable.The owner's policy created a __________ gap.
A) knowledge
B) empowerment
C) communication
D) standards
E) tangibility

Question

Quizplus · Accepted Answer

The gap in this situation is created due to a lack of communication between the owner and the sales staff who are directed to provide false information to customers about the availability of products. As a result, customers are left disappointed, and it damages the store's reputation.

Dopson's Hardware Was in Bad Financial Shape