Which gap results from a lack of understanding or a misinterpretation of the customers’ needs?
A.The gap between what customers want and what management thinks customers want.
B.The gap between what management thinks customers want and the quality specifications that management develops to provide the service.
C.The gap between the service quality specifications and the service that is actually provided.
D.The gap between the service that customers receive and the service they want.
正确答案是A