The article, My Employees Are My Service Guarantee, describe…

The аrticle, My Emplоyees Are My Service Guаrаntee, described a situatiоn where an elderly wоman who had not been in the restaurant for years ordered breakfast, which the restaurant no longer served. The waiter and chef sent someone to the market to buy bacon and eggs and prepared her the breakfast that she wanted. Now, think of the gap model of quality and its two major approaches for influencing the customer’s judgment of quality.  a) First, list and briefly explain the gap model's two major approaches b) Next, for each of the two major approaches, discuss what the restaurant did or could have done that illustrates that respective approach.