Apply the quality gaps model to the Uber service. Which quality
gaps do you see as most important (if any)?
Guidance notes:
This question asks you to consider the case study from an
operations management perspective. In working through Block 3,
Session 9, and the associated readings, you considered in detail
the importance of quality and its role in system improvement. The
session also introduced you to a range of useful concepts and
theories that examine how quality might be...