Question 1: Think about a service you receive. Is there a gap between your expectations and perceptions of that service? What do you expect that you do not receive?
Question 2: Consider the "wish mode" discussion about IKEA. Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided?
Question 3: If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? Why? In what order would you proceed to close the gaps?
Question 4: Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? How?
Question 5: Which of the four provider gaps do you believe is hardest to close? Why?