An Internet Company, Icruise

An Internet company, icruise.com, sold cruises by offering a "Suntan Guarantee." The guarantee promised a full refund on a Caribbean cruise if more than one-quarter inch of rain fell from 10 a.m. to 4 p.m. for a preset number of days depending on the length of the cruise. If it rained and the Internet company failed to honour its refund policy, which type of gap would exist?

A) between what management thinks customers want and the quality specifications that management develops to provide the service
B) between what the company tells the customer it provides and what is actually provided
C) between service quality specifications and employee training
D) between what customers want and what management thinks customers want