The customers at Janelle's Quik Coffee Shop want to grab a quick cup of coffee before boarding the commuter train into the city. Ine sign

in the window promises "Quick, in$-$and$-$Out Service," and usually Janelle keeps that promise. But one morning, customers were frustrated

when the staff behind the counter showed more interest in gossiping about their social lives than in waiting on customers. Janelle's shop is

suffering from a

gap.

a$.$ knowledge

b$.$ social expectations

c$.$ delivery

d$.$ communications

e$.$ standards