The importance of production and operations management (POM) and the operations system becomes clear when your life depends on it. No airline passenger would want to know that some airlines, airports or aircraft are bad and some are good. There should only be one standard of excellence, especially when a plane is airborne. It is evident that excellence and quality is of considerable importance when it comes to the airline industry. The difference between expected quality and perceived quality is known as the quality ______________ .

• A.gap
• B.continuum
• C.process
• D.evaluation