The train operator understands customer desire for a comfortable seat but fails to specify how many should be provided relative to the anticipated number of travellers on each route. This is an example of:

a) GAP 2-the gap between management perception and service-quality specification.

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

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

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