Question: 1. Why did this service breakdown occur? 2. How was this service gap related to the other gaps (standards, knowledge, delivery, and communications) described in

1. Why did this service breakdown occur?

2. How was this service gap related to the other gaps (standards, knowledge, delivery, and communications) described in the gaps model in Chapter 17?

Synopsis: Discmart is a discount retailer similar to Target and Walmart. On a recent Sunday morning, an irate customer in the store was complaining about how the store was out of stock of an advertised special on the morning of the first day of the sale.

Step by Step Solution

★★★★★

3.48 Rating (164 Votes )

There are 3 Steps involved in it

1 Expert Approved Answer

Step: 1 Unlock

1 Generally speaking the service breakdown occurred because Discmart was out of stock of an item that should have been in stock Customers dont like to ... View full answer

Question Has Been Solved by an Expert!

Get step-by-step solutions from verified subject matter experts

Step: 2 Unlock

Step: 3 Unlock

Students Have Also Explored These Related Retailing Management Questions!

1. Why would Nortel Networks, a Canadian company, hire a U.S. law firm to undertake an independent review of factors that led to restatement of accounting reports? 2. Why did the independent review...

Abstract: Partner concurrency (i.e.. overlapping sexual partnerships) facilitates the spread of STDs. including HIV. The present study explored the context of and motivations for partner concurrency...

This problem develops skills in preparing adjusting journal entries. The balance sheet of Starbucks for the year ended October 2, 2011, included the following information (all $ amounts in millions)....

I need help for those question . E4.16 E18.4 E19.7 P22.4 E23.4 E18.10 E22.10 CHAPTER 4 EXERCISES: SET B E4-1B The trial balance columns of the worksheet for Lamar Company at June 30, 2017, are as...

Instructions to search the journal Article: Via your student services page, log in to the Saudi Digital Library. After your login with your student ID, search for the following article: Developing a...

by Vicki Jayne / business excellence Built to Last How to fill performance gaps How do you build a strong performance ethic into your organisational culture? Vicki Jayne talks to two executives who...

The OB/HR Matrix Organisational Behaviour Concept HR Management Function The Link to HR Management Organisational Culture Employee Involvement and Relations Ethics Management Organisational Design...

This is a case paper on jet blue airlines. You will be writing this paper as a hired marketing consultant of Jet blue. Chapter 2 - The Gaps Model of Service SERVICE QUALITY The quality of a service...

a) Calculate the most recent year's Free Cash Flow (FCF) of the firm. Cumberland Industries: Income Statement (In thousands of dollars) 2020 Sales $750,000 Operating costs excluding depreciation...

Figure 1 shows a schematic 3R planar robot which has 3 revolute joints, used to represent 1 fully actuated robot finger. YB 1 YE E L03 XB Figure 1: A fully actuated robot finger is modeled as a 3...

On January 1, 2023, Cityscape Company acquired property consisting of ten identical houses each with separate legal title including the land on which its is build for P100,000,000, 20% of which is...

l Aim to finish the above within three weeks.

Contrast the merchandise management processes for staple and fashion merchandise.

Explain the merchandise management organization and performance measures.

What are the different approaches retailers can use to identify customers by their transactions? What are the advantages and disadvantages of each approach?

Jiminy's Cricket Farm issued a 30-year, 7.4 percent semiannual bond 7 years ago. The bond currently sells for 89 percent of its face value. The book value of this debt issue is $100 million. In...

In the "Walingo Nutrition" article, Which of the following comparisons using the independent samples t-test were NOT significant? Group of answer choices breakfast protein lunch energy breakfast...

Your car dealer is willing to lease you a new car for $319 a month for 60 months. Payments are due on the first day of each month starting with the day you sign the lease contract. If your cost of...