Select the incorrect (false) statement.

Group of answer choices

a. If the customer average service rate (Mu) value is more than the customer average arrival rate (lambda) value, then there will be no queue or waiting line.

b. If the customer average service rate (Mu) value is more than the customer average arrival rate (lambda) value, then there is still a chance that a queue can form.

c. During the industrial era, the U.S. manufacturing sector experienced productivity increases due to factors such as automation, technology advances, and business process reengineering (BPR).

d. The SERVQUAL model can be used to assess customer satisfaction based on service quality gap