American Airlines Pilots and Crews Are Trained to Inform Customers

Multiple Choice

American Airlines pilots and crews are trained to inform customers immediately when flight delays occur and to keep customers advised at regular intervals about the changes in a flight's schedule.By keeping customers informed during a flight,American Airlines is closing provider _____ of the gaps model of service quality.

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