The __ is the difference between what service providers believe customers expect and customers' actual needs and expectations. Question 15 options: knowledge gap standard gap service quality gap internal communications gap interpretation gapService blueprints __ , and how these are supported by backstage activities and systems. Question 16 options: enhance servicescape features such as furniture and lighting clarify the interactions between customers and employees complicate employee handling of special requests enhance customer technical know-how diminish customer complaining capacity