Part 4. ALIGNING SERVICE DESIGN AND STANDARDS. 8- 1. Provider Gap 2. CUSTOMER. Customer-driven service designs and standards. COMPANY. Gap 2: The Service Design and Standards Gap. Company perceptions of customer expectations. 8- 2. Key Factors Leading to Provider Gap 2. 8- 3.
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ALIGNING SERVICE DESIGN AND STANDARDS
service designs and standards
Gap 2: The Service Design and Standards Gap
Company perceptions of customer expectations
line of interaction
Visible Contact Employee Actions
line of visibility
Invisible Contact Employee Actions
line of internal interaction