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

Gaps analysis provides a systematic method for 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. Taking the role of the systems manager, identify potential problems that may be occurring with each gap, and suggest how the gap should be closed. LO18-3

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