Which of the following apply to

perception-expectation gaps in quality management?

a     The gap between the delivered

quality and the way the service or product has been described to the customer.

b     The gap between the way

quality has been specified and the delivered quality.

c     The gap between the service

or product concept and the way the organisation has specified it.

d     The gap between a customer's

specification and the operation's specification.

e     There are never

perception-expectation gaps in quality management.