According to the Gap Model of Service Quality,the Gap Between

According to the gap model of service quality,the gap between what customers want and what management thinks customers want results from

A) a lack of understanding or a misrepresentation of the customers' needs,wants,or desires.
B) management's inability to translate customers' needs into delivery systems within the firm.
C) the inability of management and employees to do what should be done.
D) misleading or deceptive advertising campaigns promising more than the firm can deliver.