Refer to Grizzly Watching. If Great Bear Nature Tours rated and rewarded its tour guides based on the number of bears seen by guests, the tour guides might be willing to accept more risk in seeking out the bears than guests would really want. This could result in which service quality gap?
a. A gap between what customers want and what management thinks customers want
b. A gap between what management thinks customers want and the quality specification that management develops to provide the service
c. A gap between the service quality specifications and the service that is actually provided
d. A gap between what the company provides and what the customer is told it provides
e. A gap between the service that customers receive and the service they want
Answer: B