When Reba ordered her new side-by-side refrigerator,she expected the people who delivered it to carry it into her kitchen and to connect her ice maker.A __________ occurred when the delivery truck driver left the refrigerator in her front yard.
A) knowledge gap
B) communication gap
C) standards gap
D) delivery gap
E) retail gap

Question

Quizplus · Accepted Answer

The situation described is a delivery gap, as the delivery did not meet the customer's expectations. The other options do not accurately describe the situation. A knowledge gap would imply a lack of understanding or information, a communication gap would imply a breakdown in communication between parties, a standards gap would imply a divergence from expected quality or value, and a retail gap is not relevant to the situation as it refers to a discrepancy between the retailer's image and the actual customer experience.

When Reba Ordered Her New Side-By-Side Refrigerator,she Expected the People