Green & Gold is a coffee chain based in the United States.Its management has been trying to refocus on the things that originally made the company successful.For example,Green & Gold stores across the United States recently shut down for a short period of time for retraining,and the company has worked to make sure that customers can smell the freshly ground coffee aroma when they pass by the store.However,when questioned,consumers tend to emphasize on the need for pricing incentives such as a frequent purchasing program.According to the _____,there may be a difference between what customers want and what Green & Gold management thinks customers want.

Question

Green & Gold is a coffee chain based in the United States.Its management has been trying to refocus on the things that originally made the company successful.For example,Green & Gold stores across the United States recently shut down for a short period of time for retraining,and the company has worked to make sure that customers can smell the freshly ground coffee aroma when they pass by the store.However,when questioned,consumers tend to emphasize on the need for pricing incentives such as a frequent purchasing program.According to the _____,there may be a difference between what customers want and what Green & Gold management thinks customers want.​

Quizplus · Accepted Answer

The gap model of service quality focuses on identifying and closing the gaps between customer expectations and the service that is actually delivered. In this case, there is a difference between what customers want (pricing incentives) and what Green & Gold management thinks customers want (emphasis on coffee aroma). This indicates a gap in understanding between the company and its customers.

Green & Gold Is a Coffee Chain Based in the United