Gap 5 of the gap model of service quality is the gap between:
a. what management thinks customers want and the quality specifications that management develops to provide the service.
b. the service quality specifications and the service that is actually provided.
c. the service that customers receive and the service they want.
d. what management thinks customers want and the quality specifications that management develops to provide the service.
Answer: c. the service that customers receive and the service they want.