At the dealer-owned Radio Shack,the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide.This is an example of a gap between which of the following?

Question

Quizplus · Accepted Answer

The frustration of the store manager is an indication that the service quality specifications he developed (in the form of a guide) are not being met by his employees when serving customers. This mismatch between the expected service quality and the actual service provided is a gap in service quality, which falls under option C. It does not pertain to customers' wants or management's assumptions in options A and B, and it is not about the quality specifications management develops, as stated in option D.

At the Dealer-Owned Radio Shack,the Store Manager Is Frustrated at the Level