At Home Hardware, the Store Manager Is Frustrated at the Level

At Home Hardware, the store manager is frustrated at the level of service employees provide to customers even after he wrote a guide to customer service and instructed each employee to read the guide. Which type of gap is this?

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