Question

The Ritz-Carlton Hotel trains each employee to note the likes and dislikes of regular customers and record this information into a computerized guest history profile that provides information on the preferences of 240,000 repeat Ritz-Carlton customers. Through the use of this customer database, the Ritz-Carlton is able to provide more personalized service to its guests. If, for example, a guest prefers a feather pillow or always orders a glass of sherry before retiring, this information can be entered in the database and these needs can be anticipated and met. By providing more personalized service, the Ritz-Carlton is narrowing provider ________ of the gaps model of service quality.

Answer 1

The correct answer is: Gap 1

Step-by-step explanation:

The Gap Model of Service Quality is also referred to as Customer Service Gap Model or sometimes the 5 Gap Model. It is commonly used by businesses to understand and measure customer satisfaction. According to the model, there are five major satisfaction gaps that companies need to take into consideration.

The given scenario is an example of Gap 1 of the Gaps Model of Service Quality. It is called the 'knowledge gap' which is the difference between customer's expectations and the company's provision of that service. This gap usually takes place as a result of the management's lack of knowledge and understanding about the customer's expectations.