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(n)__________ gap.
A) knowledge
B) empowerment
C) communication
D) standards
E) tangibility

Question

Quizplus · Accepted Answer

The owner's policy of directing the sales staff to say that the item was on back order and would be in stock next week created a communication gap between the store and the customer. The customer believed that they would be able to purchase the item once it was back in stock, but the item was still unavailable when they returned. This miscommunication could have led to dissatisfaction and loss of trust in the store.

Dopson's Hardware Was in Bad Financial Shape