David's marketing research returned the finding that customers were staying away from his bookstore because of a lack of services like gift cards,return policies,and special orders.David was shocked."Nobody ever asks about that stuff! If it were that important,people would ask about it." David is likely suffering from a(n)
A) knowledge gap.
B) standards gap.
C) ethics gap.
D) delivery gap.
E) communications gap.

Question

Quizplus · Accepted Answer

David is experiencing a knowledge gap, which occurs when a business is unaware of customer expectations or needs, leading to a disconnect between what customers want and what the business provides.

David's Marketing Research Returned the Finding That Customers Were Staying