When the Lawn Service Firm Advertises, "We Can Handle All

Multiple Choice

When the lawn service firm advertises, "We can handle all your lawn needs in one stop" and then requires three or four visits to satisfy you, this is an example of which one of the "gaps" of service performance?

A) between management perception and service-quality specification
B) between expected service and perceived service
C) between service delivery and external communications
D) between service delivery and translation of perceptions
E) between management's perception and consumers expectations