At Home Hardware, the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide. Which type of gap is this?

a$.$ between the service quality specifications and the service that is actually provided

b$.$ between what the company provides and what the customer is told it provides

c$.$ between what customers want and what management thinks customers want

d$.$ between the service customers receive and the service they want