After reading Chapter $7$ on customer loyalty, prepare a customer contact audit or medical services blueprint for the services of your group project. Using Figure $7-7$ in the Berkowitz textbook, describe the potential gaps in service excellence for your chosen service line.

Use the customer value proposition described in the chapter to discuss how these potential bottlenecks $($service gaps$)$ in the audit would affect the value perceived by the customer. How might one of the service gaps be removed to enhance customer loyalty for your service?