Chapter $2$ Assignment

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When IKEA, the world's largest furniture retailer, wanted to open a store in Chicago, the company asked groups of customers to dream up their ideal shopping experience and draw a design for a store that would satisfy their needs. IKEA subsequently incorporated the customers' ideas into the service design for the store. Instead of simply conducting surveys to determine customer expectations, IKEA put customers in a "wish mode" and successfully used an innovative approach to close provider $q,$ of the gaps model of service quality.

Multiple Choice

Gap $1($The listening gap$)$

Gap $2($The service design and standards gap$)$

Gap $3($The service performance gap$)$

Gap $4($The communications gap$)$

Mc

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