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FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality. The index is comprised of customer-defined performance standards such as number of missed pick-ups, number of lost packages, and number of late deliveries. Each of the performance standards is weighted based on the relative importance of each standard to customers. By developing a Service Quality Indicator that incorporates customer-defined performance standards, FedEx is closing provider _____Blank of the gaps model of service quality.Gap 3 (The service performance gap)Gap 4 (The communications gap)Gap 1 (The listening gap)Gap 2 (The service design and standards gap)
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