According to Parasuraman, Zeithaml, and Berry, the First "Gap" in Their

Multiple Choice

According to Parasuraman, Zeithaml, and Berry, the first "gap" in their service-quality model is the gap between

A) consumer expectation and management perception.
B) service-quality specifications and service delivery.
C) management perception and service-quality specification.
D) perceived service and expected service.
E) service delivery and external communications.