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

Multiple Choice

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

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