Enterprise Rent-A-Car closely ties customer service to employee success.With a tracking system called the Enterprise Service Quality Index (ESQi),the company routinely follows up with customers by phone to determine their level of satisfaction with the company.Only completely satisfied customers count toward an employee ESQi score,which is used to measure employee's potential for promotion.Enterprise closes provider _____ by using marketing research.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

Gap 1 in the service quality model refers to the difference between customer expectations and management perceptions of those expectations. By using the ESQi to gather customer satisfaction data, Enterprise is effectively identifying and addressing this gap, ensuring that management's perceptions align with actual customer expectations.

Enterprise Rent-A-Car Closely Ties Customer Service to Employee Success