Question 16
The customers at Peete's coffee shop want to grab a quick cup of
coffee before boarding the Metra train into Chicago. The sign in
the window promises "Quick, In-and-Out Service," and usually
Peete's Coffee Shop keeps that promise. But one morning, customers
were frustrated when the staff behind the counter showed more
interest in gossiping about their social lives than in waiting on
customers. Peete's coffee shop is suffering from a ________
gap.
knowledge
social expectations...