The current research project intends to unpack the peculiarity (deficiency) of customer service, contributing to the enhancement of customer experience in the context of Georgian Public Sector Organizations. To grasp the full understanding of the given research topic, the following key objectives have to be realized:

1. Examine service expectations of customers (potential/active): service quality evaluation criteria (tangibles-the physical facilities and equipment, appearance, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, understanding the customer) from the perspective of customers in regards to the sector in general and selected service providing entity in the sector (*rationale for choosing a precise service provider); Deliverable 1: Data on public service customers’ expectations and gaps existing between expected and perceived services;
2. Understand how organizations perceive customers’ expectations from the perspective of top/middle level management and service providing staff: analyzing organizational strategic documentation (organizational structure), examining organizational management styles, unpacking employees’ behaviours (engagement, empowerment, attitude, emotional intelligence), organizational climate and innovativeness (a tendency for introducing innovations in services: i., e-service, online chatbots); Deliverable 2: Data on organizational employees’ perception of customers’ service expectations and tendencies and/or adopted practices/mechanisms emphasizing customer-orientation;
3. Identify/bridge gaps/breaches existing between service providers and actual/potential customers: identify discrepancies in customer service (classifying factors affecting quality perceptions) and offer remedies for aligning expectations; Deliverable 3: Identified and measured service gaps;
4. Align customers’ services expectations and perceived services through organizational politics, culture (climate, work ethics) and targeted initiatives: integrating customer orientation into organization politics, strategy and values (CSR, ESR; setting up an adequate recruitment/selection policy based on comprehensive job analysis; proposing professional development schemes and evaluation/reward systems encouraging customer orientation of employees). Deliverables 4 & 5: Create organizational strategy/vision/policy encouraging customer orientation & Established a high-quality service model in the Public sector. 

Drawing on the combination of an online survey, semi-structured interviews, analysis of the relevant secondary data (organizational strategic documentation) and observations of front-line service providing staff, this study examines the issue of customer service experience from all possible angles.  The primary implication of this research project would be to grasp the full understanding of customers’ expectations and offer tailor-made services closely aligned to their needs within Georgian Public Service Organizations.