2. The Customer Gap Difference between customer expectations and perceptions
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4. Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Customer Gap
5. Provider Gap 1 : The Listening Gap / Knowledge Gap Company Perceptions of Consumer Expectations Expected Service CUSTOMER COMPANY Gap 1: The Listening Gap Perceived Service
7. Provider Gap 2 : The Design and Standards Gap CUSTOMER COMPANY Gap 2: The Design and Standards Gap Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations