Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1)?
A) Standardization of service delivery.
B) Improved market research.
C) Employee empowerment.
D) Investment in training.

Question

Quizplus · Accepted Answer

Improved market research is a direct strategy for closing GAP 1, which is the gap between customer expectations and management's perception of those expectations. By conducting thorough and effective market research, a company can better understand what customers expect from their products or services, thus aligning management's perceptions more closely with reality.

Which of the Following Is a Strategy for Closing the Gap