Understanding Service Gaps

Read the overview below and complete the activities that follow.

Apartment complexes often look for ways to recruit new tenants and retain current tenants. Although apartment complexes offer the tangible benefit of shelter to their 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.

CONCEPT REVIEW:
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.

Match the example or solution to the appropriate service gap category.

1. Wait for Repairs 5. Train employees well

2. Understand expectations 6. incentives for tenants

3. Do not overpromise 7. family movie night

4. empower employees 8. delayed lawn care

Service Gap Example Solution
Knowledge Gap
Standards Gap
Delivery Gap
Communication Gap