Purchasing your clothes online can be fun, allowing you to shop from companies around the world without leaving your home. You can also often get great prices on the items you purchase. However, you could get stuck with a product that doesn't look nearly as nice in reality as it does on your computer screen. Lands' End takes this concern away with its "Guaranteed Period" promise. Lands' End will happily return your purchase price on any item you purchase for any reason. If Lands' End ever failed to follow through with this promise, it would represent a gap between:
a. what management thinks customers want and the quality specifications that management develops to provide the service.
b. what the company tells the customer it provides and what is actually provided.
c. service quality specifications and employee training.
d. what customers want and what management thinks customers want.
e. none of these.
ANSWER: b