American Airlines pilots and crews are trained to inform customers immediately when flight delays occur and to keep customers advised at regular intervals about the changes in a flight's schedule.By keeping customers informed during a flight,American Airlines is closing 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 4 in the gaps model of service quality refers to the difference between service delivery and external communications. By keeping customers informed about flight delays, American Airlines is addressing this gap by ensuring that their external communications match the actual service delivery.

American Airlines Pilots and Crews Are Trained to Inform Customers