Telepizza S.A. Is a Spanish pizza restaurant chain that offers children membership in its magic club. The magic club gives its members small prizes, usually simple magic tricks, with each order their parents place. Telpizza's use of a frequency marketing program has allowed it to narrow 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 customer expectations and management perceptions of customer expectations. Telepizza's use of a frequency marketing program has allowed it to narrow this gap by providing small prizes to children with each order their parents place. This helps to create a positive experience for children and their parents, which in turn leads to increased customer satisfaction and loyalty.