If an advertisement shows the interior of a train with comfortable seats and plenty of space yet a customer boards a train only to find a lack of space and hard seating. This is an example of:

a) GAP 4-the gap between service delivery and external communications.

b) GAP 2-the gap between management perception and service-quality specifition

c) GAP1-the gap between the customer's expectations and management perception.

d) GAP 3-the gap between service-quality specifications and service delivery.cation.