11. Provider is the discrepancy between the development of customer-driven service standards and actual service performance by company employees. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4 12. The owner of a small but growing business, Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems. Noting the mountain of his own work that was piling up, he instituted a policy change and informed the representatives. "Keep the customers happy," he said. "If it's a problem that takes less than $100.00 to fix, there's no need to call me. Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4 13. In India, weddings are timed to occur when Venus is in the ascendant and Jupiter is strong. This day is deemed lucky. In 2005, almost 15,000 couples in New Delhi had their wedding on December 25, the day astrologers announced would be the best day for a wedding. It is very likely that wedding planners in New Delhi have difficulty narrowing provider of the gaps model of service quality due to their inability to match supply and demand. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4 14. Marriott had an advertising campaign with the following theme: "You can't be late for business appointments and neither can we. At Marriott, if your breakfast doesn't show up on time, it won't show up on your bill. That's because we take our business just as seriously as you take yours. And our business is service. The commitment is what makes Marriott the business traveler's first choice." If a business traveler, who saw this advertisement, stayed at a Marriott hotel and did not receive breakfast on time and was charged for that breakfast, Provider of the gaps model of service quality would have occurred. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4 15. Service companies can close provider gap 4 by doing all of the following EXCEPT: A. Avoiding over-promising in advertising B. Conducting market research C. Adequately educating customers to use service appropriately D. Viewing all of its external communications as interdependent E. Including interactive marketing in communications plans