When IKEA,the world's largest furniture retailer,wanted to open a store in Chicago,the company asked groups of customers to dream up their ideal shopping experience and draw a design for a store that would satisfy their needs.IKEA subsequently incorporated the customers' ideas into the service design for the store.Instead of simply conducting surveys to determine customer expectations,IKEA put customers in a "wish mode" and successfully used an innovative approach to close 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 customer expectations and management perceptions of those expectations. By putting customers in a "wish mode" and asking them to dream up their ideal shopping experience, IKEA was able to better understand customer expectations and close this gap.

When IKEA,the World's Largest Furniture Retailer,wanted to Open a Store