The Oaks at Ojai is an award-winning destination spa in California.Two thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas.Just before heading home,each guest is asked to complete a questionnaire and provide feedback about his or her experience.Questions are specific and management meets weekly to review and discuss the improvements suggested by guests.Each guest who completed a questionnaire receives a letter of thanks with a promise to follow up on any issues mentioned.By conducting research and focusing on customer relationships,The Oaks 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

The Oaks is closing provider Gap 1, which is the gap between customer expectations and management's perceptions of those expectations. By gathering feedback and focusing on customer relationships, they are aligning their services with customer expectations.

The Oaks at Ojai Is an Award-Winning Destination Spa in California.Two