A Customer Returned a Textbook to a Bookstore Because She

question 7

Multiple Choice

A customer returned a textbook to a bookstore because she decided to drop the class after a few weeks. The sales clerk refunded the customer's money immediately because the store had a "no questions asked" refund policy. Which of the following service gaps was reduced because of the clearly defined guideline?

• A) Procurement gap
• B) Knowledge gap
• C) Communication gap
• D) Research gap
• E) Delivery gap

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Definitions:

Gender-schema Theory

A theory that suggests that individuals learn about gender roles and cultural expectations through the categorization of their experiences according to gender.

Cognitive Development

The process through which individuals acquire and understand knowledge, including thinking, knowing, remembering, and problem-solving skills.

Prosocial Behavior

Voluntary actions intended to benefit or help others.

Egalitarian

A principle or practice that emphasizes the equal rights and opportunities for all people.