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Gap $1,$ also known as The Knowledge Gap, happens when there is a lack of understanding of customer expectations. Gap $2,$ also known as The Policy Gap, occurs when service policies are not aligned with customer expectations. Gap $3,$ as mentioned, is known as the Performance Gap, which is the gap between service standards and actual delivery. Lastly, Gap $4,$ also known as The Communication Gap, is where there is a discrepancy between what is promised to the customers and what is delivered. These gaps collectively contribute to the customer gap by affecting the overall service experience, leading to unmet expectations and customer dissatisfaction. Reducing provider gaps helps align customer expectations with their actual experiences.

The hardest provider gap to close is often Gap $3.$ The Performance Gap, which occurs when there is a discrepancy between service delivery and service specifications. The performance gap is challenging because it is heavily reliant on frontline employees consistently executing the service as designed, and any deviation can directly impact the customer experience. Organizations may have well$-$defined standards, but ensuring that every employee adheres to those standards uniformly is difficult. Factors such as lack of training, insufficient resources, and unclear performance expectations can contribute to this gap. Any idea or goal for a business can be promising, but it$$s the people working the business that make the dream real. People can complicate things, causing there to be a downfall in the business or a bad look on the business name.

Closing Gap $3$ requires effective internal communication, training, and constant monitoring of performance. Managers must regularly assess whether service standards are being met and address any inconsistencies immediately. Additionally, employees need to be motivated and empowered to deliver services that align with the set expectations. The difficulty here lies in the human element; while processes can be optimized, managing behavior and maintaining high service standards across all employees and interactions can be an ongoing challenge.