All of the Following Are Components of the GAP Model

Multiple Choice

All of the following are components of the GAP model EXCEPT:

A) the difference between the customer's expectations and perceptions.
B) the discrepancy between delighting or pleasing customers and total customer service and satisfaction.
C) the discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
D) the discrepancy between quality specifications documented in operating and training manuals and plans and their implementation.