The Oaks at Ojai Is an Award-Winning Destination Spa in California.Two

question 32

Multiple Choice

The Oaks at Ojai is an award-winning destination spa in California.Two thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas.Just before heading home,each guest is asked to complete a questionnaire and provide feedback about his or her experience.Questions are specific and management meets weekly to review and discuss the improvements suggested by guests.Each guest who completed a questionnaire receives a letter of thanks with a promise to follow up on any issues mentioned.By conducting research and focusing on customer relationships,The Oaks is closing provider _________ of the gaps model of service quality.

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

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Definitions:

Exacerbation Study

Research focused on understanding the processes or factors that worsen symptoms or the condition of a disease over time.

Case Study

A research method involving an up-close, in-depth, and detailed examination of a subject of study (the case), as well as its related contextual conditions.

Experimental Study

A research methodology involving the manipulation of variables to determine their effect on a particular outcome or to test a hypothesis.

Masked Design

A research design in which participants do not know which treatment group they are in to prevent bias; also known as a blinded design.