Jiffy Lube, a Franchiser of 10-Minute Oft and Lubrication Services

Multiple Choice

Jiffy Lube, a franchiser of 10-minute oft and lubrication services, has been plagued by a lack of consistency across franchise outlets. The lack of consistency has resulted from Jiffy Lube's failure to require franchisees to adhere to common service standards as it rapidly expanded its franchise business across the U.S. Jiffy Lube's failure to require franchisees to adhere to common service standards has led to provider _____ of the gaps model of service quality.

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