To Improve Its Friendliness,the First National Bank Hired Joy Taylor

To improve its friendliness,the First National Bank hired Joy Taylor as a greeter.Joy's job is to sit at a desk near the front lobby and greet customers as they enter with a warm,friendly smile along with a "Good Morning" or "Good Afternoon." Unfortunately,Joy is also required to answer the bank's main telephone line.Since she spends most of her day on the telephone,Joy rarely gets to flash her smile or greet anyone who is entering the bank.In fact,Joy is on the phone so much that she doesn't really even seem friendly.This is an example of a gap between:

A) the service quality specifications and the service that is actually provided.
B) what the company provides and what the customer is told it provides.
C) the service customers receive and the service they want.
D) what customers want and what management thinks customers want.
E) what management thinks customers want and the quality specifications management develops to provide the service.