Clearwater Spa Operates on the Premise That Service Quality Is

question 91

Essay

Clearwater Spa operates on the premise that service quality is the main reason that customers come to the spa, and the attendants are trained to provide excellent service. Despite this, the spa rarely has repeat customers. Clearwater began collecting feedback from customers to find out the reason for this. The management realized that although the customers were happy about the services, they did not like the ambience. What kind of a gap is causing the unsuccessful service delivery in this situation?

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Definitions:

Intrigued

Having one's interest or curiosity greatly aroused.

Salivate

The secretion of saliva in the mouth by the salivary glands, often in response to the sight, smell, or taste of food.

Elicits

To draw out or bring forth a response or answer through various means.

UCS

Unconditioned Stimulus; in classical conditioning, it is something that naturally and automatically triggers a response without any learning needed.