Question

Marcel works in the linen department of a large department store. When a customer arrives to collect a tablecloth that she had specially ordered, she is disappointed to know that the delivery of the ordered merchandise has been delayed. Marcel is able to use empowerment to bridge the _____ by offering to deliver the product to the customer's residence.
A. knowledge gap
B. delivery gap
C. communication gap
D. brand gap

Answer 1

Answer:

The correct answer is B

Explanation:

Delivery gap is the gap which is the difference among the service delivery policy and the standard and the actual delivery of the product or the service.

Marcel works in the department of linen, so when the customer reaches the store for collecting the tablecloth ordered by her but got disappointed by knowing that the delivery has been delayed. Therefore, Marcel is trying to cover the delivery gap by offering that the product will be delivered to the residence of the customer.