The manager of a university bookstore believes in the importance of having well-stocked shelves.During the first weeks of each semester,the manager hires additional employees,but because she believes that students prefer to wait in line rather than not have the merchandise they need on the shelf,she has the additional employees spend their workdays stocking shelves.At busy times during the first week of class,students may wait ten or more minutes to check out because there are not enough clerks ringing up sales.Some students get frustrated and leave without buying.This situation indicates a _________________ gap.
A) communication
B) standards
C) performance
D) knowledge
E) research

Question

Quizplus · Accepted Answer

A standards gap refers to the difference between the retailer's perceptions of customer's expectations and the customer service standards it sets.

The Manager of a University Bookstore Believes in the Importance