First Community Bank spent a considerable amount of money updating its lobby with plush sofas, a large-screen television, and a refreshment counter with popcorn and soft drinks. However, very few customers spend time in the lobby. In fact, most customers want to be in and out of the bank, with their financial transaction completed as quickly as possible. The gap model of service quality would suggest that a gap exists between:
a. the service quality specifications and the service that is actually provided.
b. what the company provides and what the customer is told it provides.
c. the service customers receive and the service they want.
d. what customers want and what management thinks customers want.
e. what management thinks customers want and the quality specifications management develops to provide the service.
ANSWER: d