Question: Gaps analysis provides a systematic method of examining a customer service program's effectiveness. Top management has told an information systems manager that customers are complaining

Gaps analysis provides a systematic method of examining a customer service program's effectiveness. Top management has told an information systems manager that customers are complaining about the long wait to pay for merchandise at the checkout station. How can the systems manager use Gaps analysis to analyze this problem and suggest approaches for reducing this time?

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GAP One exists when there is a difference between customer expectations and managements perceptions ... View full answer

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