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

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