Goodyear Tire & Rubber Company Conducts Telephone Interviews Each Week

Multiple Choice

Goodyear Tire & Rubber Company conducts telephone interviews each week to obtain information on customers' satisfaction with each of its 1200 retail stores. When dissatisfied customers are identified, they are asked if they would like to be contacted by the store or district manager to address unresolved complaints or problems. The company also follows some buyers up to two years to track their experiences, attitudes and satisfaction. These results are compiled and regularly reported back to managers in marketing, production and product development. By conducting market research, Goodyear Tire & Rubber is closing provider _____ of the gaps model of service quality.

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