Service Example: Evaluate the knowledge gap for the service provided by your family physician and family physician's office using the Dimensions of Service Quality.

• Evaluate the standards gap for your service experience
• Evaluate the delivery gap for your service experience
• Evaluate the communication gap in your service experience
• Consider an example of a service failure with any physician that you have experienced. Evaluate the service recovery process they used to make amends for the situation, or if you have never experienced service failure with a physician, evaluate a service failure you have shared with any other service provider.