Chapter 2

Study objects

•The Customer Gap

•The Provider Gaps:

1. Gap1 – The Listening Gap−notknowing what customers expect

2. Gap2 – The Service Design and Standards Gap−nothaving the right service designs and standards
   

3. Gap3 – The Service Performance Gap−notdelivering to service standards
   

4. Gap4 – The Communication Gapnotmatching performance to promises