1) Evaluate the knowledge gap for the service provided by your physician and physician's office using the Building Blocks of Service Quality.

2) Evaluate the standards gap for your Physician service experience.

3) Evaluate the delivery gap for your Physician service experience.

4) Evaluate the communication gap for your Physician service experience.

5) Consider an example of a service failure with any physician in which you have been a patient. Evaluate the service recovery process they used to make amends for the situation. If you have never experienced service failure with a physician, evaluate a service failure you have experienced with any other service provider.