Match the factors leading to the service design and standards gap in an organization (in the left column) with their descriptions (in the right column). Drag and drop application. Unsatisfactory service design Unsatisfactory service design drop zone empty. Lack of customer-driven standards Lack of customer-driven standards drop zone empty. Unsuitable servicescape and physical evidence Unsuitable servicescape and physical evidence drop zone empty. A lack of formal processes for setting the goals of service quality An unsystematic process of new service development Failure to develop tangibles in accordance with customer expectations