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

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