Question: 1. A case study for Tears at teatime at IKEA. From the case IKEA was established 60 years ago by Ingmar Kamprad. He realized that

1. A case study for Tears at teatime at IKEA.

From the case IKEA was established 60 years ago by Ingmar Kamprad. He realized that customers did not mind queuing, collecting, and assembling the furniture which they had purchased themselves as long as the price was right. Explain why gaps in the quality of service have opened up. (Use appropriate models/theory as you find appropriate in your answer)

2. How can IKEA address such gaps?

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