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:

Psychology Science

The scientific study of the human mind and its functions, especially those affecting behavior in a given context.

Selective Attention

This is the process by which a person focuses on one or a few select stimuli while ignoring other stimuli.

Intentions

Mental states that represent a commitment to carrying out an action or actions in the future, reflecting planning and purpose.

Motives

Internal drives or reasons that prompt individuals towards specific actions or behaviors.