The most important gap in the Gap Model is Gap 5. Which of the following correctly describes this gap?

a.This is the difference between actual customer expectations and managements idea or perception of customer expectations.

b.This gap is the difference between customer perceptions and customer expectations.

c.In this gap, managers expectations of service quality may not match service quality specifications.

d.Gap 5 is not listed here.

e. This gap is the difference between what the managers promised and what employees actually received.