Bonnie and Clyde stopped by the bank to borrow money for a new house because the bank advertised low mortgage rates and excellent customer service. However, when they arrived they had to wait 15 minutes for an employee to be available, and then were told that they didn't qualify for the lowest rates. Which part of the Gap Model of Service Quality did the bank fail to perform? Multiple Choice Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed Gap 3: actual service quality specifications versus actual service delivery Gap 4: actual service delivery versus what the firm says it delivers Gap 5: perceived service by customers versus actual customer expectations of service