After Reading Chapter 2, answer 2 of the 3 following questions about the Gaps Model of Service Quality:
1. If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? Why? In what order would you proceed to close the gaps?
2. Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? How?
3. Which of the four provider gaps do you believe is hardest to close? Why?
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