Sheraton Hotels & Resorts Launched a Program to Improve Service

Sheraton Hotels & Resorts launched a program to improve service quality.All Sheraton employees were given a detailed written list of specific goals that must be accomplished in order to ensure customer satisfaction.Then all employees received training to show them exactly how the objectives were to be met.Sheraton is working to make sure a gap analysis does not show it has a gap between ________.

A) customer expectations and management perceptions
B) management perception and quality standards set by the firm
C) established quality standards and service delivery
D) service quality standards and consumer expectations
E) expected service and perceived service