Frequent travelers on airlines know one of the costs of traveling is damaged baggage,but they also know that each airline will either repair or replace any luggage damaged by its baggage handlers.The ability to count on this service in the event a handle is torn off or the side of a bag is gashed helps the airlines 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. In this case, customers expect their luggage to be handled carefully and not damaged. The airline's ability to repair or replace damaged luggage helps to narrow this gap by meeting customer expectations.

Frequent Travelers on Airlines Know One of the Costs of Traveling