Drag each approach for achieving closure to the type of service gap it corresponds to. Drag and drop application. Knowledge gap Knowledge gap drop zone empty. Standards gap Standards gap drop zone empty. Delivery gap Delivery gap drop zone empty. Communications gap Communications gap drop zone empty. Conduct research to better understand what customers want Improve employee performance through support, incentives, and the use of technology Set appropriate service goals and measure service performance Be realistic in telling potential buyers about the services that can be provided and manage those customer expectations effectively