Dopson's Hardware was in bad financial shape.It 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 backorder 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 gap created by the owner's policy is a communication gap. The owner directed the sales staff to provide inaccurate information to customers, which creates a communication breakdown between the staff and the customers. Customers expect accurate information about product availability, and the store was not providing it.

Dopson's Hardware Was in Bad Financial Shape