Sam Goody, a tape, compact disc and video store, has a frequent buyer program called Replay that rewards members a $15 gift certificate for every $150 in purchases made at Sam Goody. In addition, Replay members receive a coupon each month for a 20-25 percent discount on the purchase of an unlimited number of CDs and/or cassettes from a specific music category. By having a frequent buyer program, Sam Goody is closing provider _____ of the gaps model of service quality.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

Gap 1 is the difference between what customers expect and what the company perceives customers expect. By having a frequent buyer program, Sam Goody is closing this gap by better understanding what customers want and providing it to them.

Sam Goody, a Tape, Compact Disc and Video Store, Has