Answer:
The right choice is B: Gap 2.
Explanation:
The gaps model of service quality, known as the 5 gaps model, is essential for organizations to guarantee customer satisfaction. Gap 2 specifically addresses the disparity between management perceptions and the actual customer experience. In this gap, managers make it a priority to define and deliver the expected quality of service. In this instance, FedEx is addressing customer-defined performance standards, indicating it plays a significant role in closing Gap 2 in the service quality gaps model.
