Giving the company that is 99 Ranch Market. Here is the question: using the Gaps model framework, analyze this service & redesign services to close the gap.

CUSTOMER Expected service Customer gap Perceived service Service delivery External COMPANY communications to Performance Communication customers Listening gap gap gap Customer-driven service designs and standards Service design and standards gap Company perceptions of consumer expectationsShopping experience = Implemented changes to shopping Customer action not available pre-COVID-19 experience during COVID-19 during COVID-19 RAINBOW GROCERY SERVICE DESIGN BLUEPRINT DURING COVID-19 Phases: Arrival Shop Purchase Post-purchase Physical Gloves to Cart/ evidence Store Signage Sanitizing Carts/ baskets Signage pick Signage Checkout Receipt station basket Sanitizing produce till return station Customer Arrive at Wait in Use Take Select Select Line up Maintain Bag own Return Leave actions store ine to sanitizing cart grocery bulk ocial Pay for carty tore premises enter products basket items items* to pay distancing items itemis basket Line of interaction Frontstage Manage Answer (employee outside Greet customer Stock Manage Ring up Sanitize Guide customers shelves checkout purchase carts/ customer interactions) lines queries line baskets out Line of visibility Backstage (behind Create signage, Manage the scenes place visual Manage Inventory POS Accounting interactions) markers on floor system Ling of internal interaction Support Payment processes Government & processes store policies miro