Green & Gold is a coffee chain based in the United States. Its management has been trying to refocus on the things that originally made the company successful
For example, Green & Gold stores across the United States recently shut down for a short period of time for retraining, and the company has worked to make sure that customers can smell the freshly ground coffee aroma when they pass by the store. However, when questioned, consumers tend to emphasize on the need for pricing incentives such as a frequent purchasing program. According to the__________, there may be a difference between what customers want and what Green & Gold management thinks customers want.
Fill in the blanks with correct word.
ANSWER: gap model of service quality
According to the gap model of service quality, there may be a difference between what customers want and what Green & Gold management thinks customer want. The gap model is a model identifying five gaps that can cause problems in service delivery and influence customer evaluations of service quality.
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In traditional media, such as TV, radio, newspapers and magazines, and even podcasts, personal interaction is confined to consumption
Indicate whether the statement is true or false