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The New York Palace, an upscale hotel in New York City, synchronizes demand and hotel capacity by offering an attractively priced weekend package during the fall when demand for its rooms slows down. In addition to having a luxury - filled weekend at the New York Palace for $219 per night, guests enjoy very select privileges from Saks Fift Avenue. Its weekend package provides a personal shopping coordinator, complimentary gift wrap and package delivery to the hotel, individual beauty consultation, and a 10 percent Saks discount. The New York Palace's weekend package closes provider __________ of the gaps model of service quality.

a. Gap 1 (The listening gap)
b. Gap 2 (The service design and standards gap)
c. Gap 3 (The service performance gap)
d. Gap 4 (The communications gap)

Sagot :

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