Question

Jones Company promised a customer that the customer would receive at least 98 percent of all items ordered. In fact, the customer received 95 percent of the items. This is an example of which "gap" in the customer satisfaction model?

Answer 1

The example given is an example of the fulfillment gap in the customer satisfaction model. By offering a money-back guarantee, the seller can help reduce this fulfillment gap.

Step-by-step explanation:

The example given is an example of the fulfillment gap in the customer satisfaction model.

The company promised the customer that they would receive at least 98 percent of all items ordered, but the customer actually received 95 percent of the items.

This means that there is a gap of 3 percent between what was promised and what was delivered.

By offering a money-back guarantee, the seller can help reduce this fulfillment gap.

For example, if Jones Company had offered a money-back guarantee stating that if the customer received less than 98 percent of the items ordered, they would receive a refund, then the fulfillment gap would have been eliminated.