Which of the Following Statements About Service Quality Is True

Which of the following statements about service quality is true?

A) A firm may not even realize that it us delivering poor-quality service due to differences in the way managers and consumers view acceptable quality levels.
B) Once determined, a service provider's definition of what constitutes good service does not change.
C) Both management and customers determine the value of service quality based on preset standards and not on actual performance.
D) When poor service is provided, both the service provider and the customer are well aware of the unacceptable level of quality.