The owner of a small but growing business,Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems.Noting the mountain of his own work that was piling up,he instituted a policy change and informed the representatives."Keep the customers happy," he said."If it's a problem that takes less than $100.00 to fix,there's no need to call me.Use your judgment and go ahead and fix it." Terry Franklin is using empowerment 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

Terry Franklin is using empowerment to narrow provider Gap 3 of the gaps model of service quality, which is the gap between service quality specification and the service delivery. By empowering his employees to make decisions on solutions that cost less than $100.00, he is ensuring that the service delivery matches the company's standards for quality without unnecessary delays.

The Owner of a Small but Growing Business,Terry Franklin Was