According to the gap model of service quality, the gap between what customers want and what management thinks customers want results from:
a.
a lack of understanding or a misrepresentation of the customers' needs, wants, or desires.
b.
misleading or deceptive advertising campaigns that promise more than what the firm can deliver.
c.
management's inability to translate customers' needs into delivery systems within the firm.
d.
the inability of management and employees to do what should be done.
Answer: d.
the inability of management and employees to do what should be done.