Compute simple differences and make recommendations to management. (Enter your responses rounded to one decimal place.)

Managers should focus on improving________ ,the area with the greatest service-quality gap. Resources could be wasted in the area of ________

The options for both of these fill in the blank questions are identical and available in the photo provided,

An owner of a Bronze's Gym recently performed a gap analysis with the SERVQUAL model. The survey was limited to the five PZ&B service quality dimensions. After administering 75 expectations surveys to potential customers and 75 surveys to customers, they computed the following means: Expectations PZ&B Service Dimensions Tangibles Reliability Responsiveness Assurance Empathy 1.3 6.1 1.5 6.8 4.6 Perceptions 2.5 4.9 1.4 4.8 2.8 Compute simple differences and make recommendations to management. (Enter your responses rounded to one decimal place.) Perceptions Differences Expectations 1.3 6.1 2.5 4.9 PZ&B Service Dimensions Tangibles Reliability Responsiveness Assurance Empathy 1.5 1.4 6.8 4.8 4.6 2.8 Managers should focus on improving the area with the greatest service-quality gap. Resources could be wasted in the area of reliability tangibles assurance responsiveness empathy Enter your answer in each of the answer boxes. 2