When IKEA,the World's Largest Furniture Retailer,wanted to Open a Store

question 23

Multiple Choice

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 _________ of the gaps model of service quality.

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

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Definitions:

Appealing Traits

Characteristics or qualities that are attractive or pleasing to others, often influencing their perceptions or decisions positively.

Competence

The ability or skill to do something successfully or efficiently.

Friendliness

The quality of being pleasant, helpful, and inviting towards others.

Dogmatism

The tendency to lay down principles as incontrovertibly true, without consideration of evidence or the opinions of others.