19Frequent Travelers on Airlines Know One of the Costs of Traveling

Multiple Choice

19.Frequent travelers on airlines know one of the costs of traveling is damaged baggage,but they also know that each airline will either repair or replace any luggage damaged by its baggage handlers.The ability to count on this service in the event a handle is torn off or the side of a bag is gashed helps the airlines narrow provider _____ of the gaps model of service quality.

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