The CEO of Southwest Airlines is a model service leader, who is committed to providing high service quality. He actively engages in defining and implementing Southwest's service vision by motivating employees, serving as a role model, selecting and training service personnel and building teamwork in the organization. His service leadership closes Provider _____ of the gaps model of service quality.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

The CEO's active engagement in defining and implementing Southwest's service vision and building teamwork in the organization closes Gap 2 of the gaps model of service quality, which is the gap between management's perceptions of customer expectations and the translation of those perceptions into service quality specifications.

The CEO of Southwest Airlines Is a Model Service Leader