Kentucky Fried Chicken once measured its managers' success by how little chicken was thrown away at the end of the night. Customers who came into stores late at night either had to wait for chicken to be cooked or settle for chicken that was cooked several hours earlier. What gap is created by this scenario?

a. what customers want and what management thinks customers want

b. the service quality specifications and the service that is actually provided

c. what management thinks customers want and the quality specifications that management develops to provide the service.

d. what the company provides and what the customer is told it provides