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P. 1
6 Gap 1

6 Gap 1

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Published by: api-3716588 on Oct 18, 2008
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03/18/2014

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PROVIDER GAP 1
PROVIDER GAP 1
PROVIDER GAP 1
PROVIDER GAP 1

\u2022Not knowing what customers expect is one of the root causes of not delivering to customer expectations.

\u2022Provider gap 1 is the gap between customer expectations and company understanding of those expectations.

\u2022Company \u2013 Anyone in the organization who
has the responsibility and authority to create
or change service policies, procedures and
standards.

Expected
Service
Custome
r
Company Perception of
Consumer expectation
Compan
y
Gap 1
PROVIDER GAP 1
PROVIDER GAP 1

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