The Ritz-Carlton Hotel Trains Each Employee to Note the Likes

Multiple Choice

The Ritz-Carlton Hotel trains each employee to note the likes and dislikes of regular customers and record this information into a computerized guest history profile that provides information on the preferences of 240,000 repeat Ritz-Carlton customers.Through the use of this customer database,the Ritz-Carlton is able to provide more personalized service to its guests.If,for example,a guest prefers a feather pillow or always orders a glass of sherry before retiring,this information can be entered in the database and these needs can be anticipated and met.By providing more personalized service,the Ritz-Carlton is narrowing provider _____ of the gaps model of service quality.

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