First Community Bank spent a considerable amount of money updating its lobby with plush sofas,a large-screen television,and a refreshment counter with popcorn and soft drinks.However,very few customers spend time in the lobby.In fact,most customers want to be in and out of the bank,with their financial transaction completed as quickly as possible.The gap model of service quality would suggest that a gap exists between:

Question

Quizplus · Accepted Answer

Management thinks people want to spend time in a really nice bank lobby,but consumers seem much more concerned with timely service,which is characteristic of gap 1 in the gap model.Thus,what the customers really want seems different from what management thinks they want.

First Community Bank Spent a Considerable Amount of Money Updating