Question
1. If you were the manager of a service organisation and wanted to apply the gaps model to improve service, which gap would you start
1.If you were the manager of a service organisation and wanted to apply the gaps model to improve service, which gap would you start with and why? In what order would you proceed to close the gaps? (20 marks).
2.Why are service employees critical to the success of any service organisation? (20 marks).
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Retail Category Management
Authors: Deborah C. Fowler, Ben K. Goh
1st edition
135152089, 978-0135152089
