Southwest's fundamental hiring principle is ____________
a. maintain a tight knit group
b. hire people with the right attitude
c. "training, training, training"
d. customer service is first
e. new hires lead the way
b
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Clearwater Spa operates on the premise that service quality is the main reason that customers come to the spa, and the attendants are trained to provide excellent service. Despite this, the spa rarely has repeat customers
Clearwater began collecting feedback from customers to find out the reason for this. The management realized that although the customers were happy about the services, they did not like the ambience. What kind of a gap is causing the unsuccessful service delivery in this situation?