David's Marketing Research Returned the Finding That Customers Were Staying

question 93

Multiple Choice

David's marketing research returned the finding that customers were staying away from his bookstore because of a lack of services like gift cards,return policies,and special orders.David was shocked."Nobody ever asks about that stuff! If it were that important,people would ask about it." David is likely suffering from a:

• A) knowledge gap.
• B) standards gap.
• C) retail policy gap.
• D) delivery gap.
• E) communications gap.