GROUP I

Service Marketing:
THE PROVIDERS
GAP

Bantegui, Crislet Anne

Eugenio, Thessalonica
Gerente, Aziza Janzel
Lupisan, Mary Jill

Provider Gap 1 (The Knowledge Gap)

Inadequate service
recovery
Insufficient relationship
focus

Provider Gap 2

(The Service Design & Standards Ga

Absence of
customerdriven standards

Poor Service
Design
LogoType
Group

Provider Gap 3

(The Service Performance Ga

LogoType
Group

Deficiencies in human resource

policies
Customers who do not fulfill role

Provider Gap 4 (The Communication

Gap)
Overpromising in advertising

Ineffective management of
Customer
Expectations

END OF
PRESENTATION