The 25th Hour Inc.is a business that runs errands for people.Its employees have been called in to care for a toddler when her mother went into labor,to buying groceries for a mother who wanted to attend her child' soccer game,and to decorate for parties.If any customer is not completely happy with the service The 25th Hour provides,its employees are told to immediately refund the customer's money (less any expenses)as soon as the complaint is made known.This sort of service recovery policy helps 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 what customers expect and what the company perceives customers expect. The 25th Hour Inc.'s service recovery policy helps to narrow this gap by ensuring that customers are satisfied with the service they receive.