In Gap Analysis, the "Walk the Talk" Gap Often Occurs

Multiple Choice

In gap analysis, the "walk the talk" gap often occurs when:

A) customers' service quality expectations and management's perceptions of those expectations do not line up.
B) management's perceptions of customer expectations and service quality specifications do not line up.
C) actual service delivery does not meet the promise that was made to customers in the marketplace.
D) None of these is correct.