Understanding Service Gaps Apartment complexes often look for ways to recruit new tenants and retain current tenants. Although apartment complexes offer the tangible benefit of shelter to its' tenants, many apartment complexes also offer additional services to tenants to encourage tenants to stay or to support the rent prices. The following scenario identifies the several service gaps of a company that runs an apartment complex as well as solutions for reducing these service gaps. Customers have certain expectations about how a service should be delivered. A service gap occurs when the delivery of a service fails to meet customer expectations. There are four types of service gaps: knowledge gap, standards gap, delivery gap, and the communications gap. It is important for marketers to identify these gaps and develop strategies for minimizing them. Read the items and the rollover hints, then match the example or solution to the appropriate service gap category