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.