Budget Airlines Are a New Service in China

Budget airlines are a new service in China.Neither their passengers nor the airlines themselves know what to expect from each other.Shanghai-based Spring Airlines is a start-up service with a tight budget.
-Refer to Budget Airlines.According to the owner of Spring Airlines,customer satisfaction levels are at 97 percent although many of Spring Airlines' employees have been throttled and had their clothes ripped off by unhappy passengers.When there is a gap between what customers want and what management thinks customers want,as in this case it is referred to as which of the following?

A) gap model of service quality
B) service pyramid
C) four dimensions of service quality
D) service paradigm