In the gap model of service quality, Which definition describes the Gap 5？
A.the gap between management’s perception of what the customer wants and specifications for service quality
B.the gap between service quality specifications and delivery of the service
C.the gap between what service the company delivers and what the company promises to the customer through external communication.
D.the gap between customers’ expectations of the service and their perceptions of how the service was performed.
正确答案是D