If a customer expects to wait three hours for an auto repair but the repair is finished just one hour later, the customer's evaluation of service quality will be high. However, a two day wait would result in a lower evaluation. The two day wait would illustrate a gap between:
a. service quality specifications and the service that is actually provided.
b. the service customers receive and the service they want.
c. what the company provides and what the customer is told it provides.
d. what customers want and what management thinks customers want.
e. what management thinks customers want and the quality specifications management develops to provide it.
ANSWER: b