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Customers rely on five service quality dimensions which are critical to customer loyalty (Arlen, 2008). This document will analyze Gap Inc. stores against these dimensions. Tangibles – this refers to the décor, facilities, instruments and equipment, employees and marketing materials within an organization. Gap stores are a good mix of great merchandising with modern lighting and good music. The design is simple so customers can find what they are looking for and employees are helpful. The digital interfaces are very elegant and ...
