Case study. 15 marks Read the customer review below and explain which provider gaps caused problems and why. Address the provider gaps with correct terminology leg a listening gapl. You should be able to find 2 gaps. Then suggest stratepes how the service provider could close those gaps in order to improve customer satisfaction Soneva Fushi island-resort We planned our honeymoon trip for a long time. Since it was such a special occasion we wanted to make sure that the resort we pick is exactly what we want. Finally, we found the Soneva Fushi Island resort in the Maldives and booked the vacation. We were very excited about our holiday and couldn't wait to get there. Once we arrived at the Maldives airport, the hotel staff was supposed to be there to welcome us, but they weren't there. After waiting for 20 minutes, they showed up. They explained they had too few staff working that day, which caused the delay. We took a seaplane to the resort island and we were happy to see how beautiful the island was the pictures on the website can never capture the beauty in such detail. We were very pleased about the facilities and surroundings, but there was a long delay with the check-in process. There had been a thunderstorm a few hours ago, which had disrupted electricity and the computer system was still down. We had to wait for 1 hour before completing the check-in and felt frustrated. But what can you do, it wasn't their fault as they can't control the weather. Finally, we got our check-in completed and once we arrived at our room, we found a surprise gift basket from the hotel manager on the occasion of our honeymoon. The room was beautiful, even more beautiful than in the pictures! However, I noticed one problem: there was no safety box for our valuables. I used to work in a hotel and know that it is a must to have a safety box in a 5 star hotel. However, I was impressed by this resort's friendly staff including personal butlers. In the first two days, we had Azmeen as our personal butler, who took very good care of us and made us feel like royals, Restaurants offered fantastic food, but the level of noise was too much to handle, as there were a lot of children screaming especially during dinner. That affected our mood negatively, as we were hoping to enjoy quiet an relaxing meals. Our five holiday days went very fast, and overall, despite a few problems, we were quite happy with the resort. Custo mer Ghp Key Factors Leading to the Customer Gap Customer Expectations Provider Gap 1 (Listening Gap): not knowing what customers expect Provider Gap 2 (Service Design & Standards Gap): not having the right service designs and standards Provider Gap 3 (Service Performance Gap): not delivering to service standards Provider Gap 4 (Communication Gap): not matching performance to promises Customer Perceptions