Ambient Management, Inc. was experiencing a gap in the services it was providing. It closed the gap by ensuring that its customer-facing staff had the skills, training, and proper tools to perform their jobs. When compared with the gap model of service quality, the gap that the company addressed was between what ______.
A. customers wanted and what management thought customers wanted
B. the company provided and what the customers were told it provided
C. management thought customers wanted and the quality specifications it developed
D. the service quality specifications were and the service that was actually provided
Answer: D
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