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When IKEA, the world's largest furniture retailer, wanted to open a store in Chicago, the company asked groups of customers to dream up their ideal shopping experience and draw a design for a store that would satisfy their needs. IKEA subsequently incorporated the customers' ideas into the service design for the store. Instead of simply conducting surveys to determine customer expectations, IKEA put customers in a "wish mode" and successfully used an innovative approach to close provider _________Blank of the gaps model of service quality.Gap 3 (The service performance gap)Gap 2 (The service design and standards gap)Gap 4 (The communications gap)Gap 1 (The listening gap)
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