1Q.Netflix's recommendation feature attempts to close the _____
2Q.By ensuring that the website is always available, Netflix
closes the ________ gap.
3Q. Netflix resolves problems quickly in order to?
A. retain customers' loyalty.
B. increase its tangibles.
C. be efficient.
D. minimize the issue.
4Q. Netflix makes it a point to inform its members that
infrequent monthly DVD renters will receive priority over in-demand
videos. By doing this, Netflix is closing the?
A. communications gap.
B. standards gap.
C. service gap.
D. knowledge gap.
E. delivery gap.
Standard gap is the gap between the perception of the customers and theperception of the firm about the standards of the services offered by the firm Delivery gap is the gap between the standard of the service and the actual service provided to their customer Communication gap is the gap between the service promised by the firm and the actual service offered by the firm Knowledge gap is the gap between perception of customer expectations by the firm and the actual customer expectations Service gap is the gap between the expectations of the customer about the service, its delivery and the service provided to them The recommendation feature attempts to close the knowledge gap. Therefore, the correct option is C 2 The firm intends to ensure that the website is always available to close the delivery gap so that it can meet its standard of service. . Therefore, the correct option is A When a firm quickly acts on the problems on the service, it is easy to satisfy the customers and also increase the loyal customers. Hence, the firm resolves the problems to retain loyal customers. Therefore, the correct option is 4 To provide the service promised to the customers, the firm wants to inform the members about the priority of infrequent monthly DVD renters over in demand videos. So, it wants to close communication gap. The correct option is