One Sure Way to Create a Gap, According to the Gap

Multiple Choice

One sure way to create a Gap, according to the Gap service model, is for management to ___________.

A) Build a service delivery system the does not meet customer needs and wants
B) Build a service delivery system that meets the needs of customers
C) Create a service delivery system that uses qualitative and quantitative analysis to determine the best service
D) Ask input from employees to help design the service delivery system.
E) None of the above