1. Think about a service you receive. Is there a gap between your expectations and perceptions of that service? What do you expect that you do not receive? 2. Consider the "wish mode" discussion about IKEA. Think about a service that you receive regularly and put yourself in the wish mode. How would you change the service and the way it is provided? 3. If you were the manager of a service organization and wanted to apply the gaps model to improve service, which gap would you start with? Why? In what order would you proceed to close the gaps? 4. Can provider gap 4, the communication gap, be closed prior to closing any of the other three provider gaps? How? 5. Which of the four provider gaps do you believe is hardest to close? Why