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

Multiple Choice

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

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