Clarksdale, Ontario, is the home of the Shack Up Inn, the only inn in the world that is made up of actual shotgun houses. (Shotgun houses contain two or three rooms in a row. A resident of the house is able to stand at the front door, shoot through all the rooms and out the back door without hitting any walls.) Obviously, the shacks are not luxurious although they do have indoor plumbing and electricity. The owner decided these were the only changes customers would want to be made in the shacks. In this instance, the service provider is likely to have a gap between which of the following?

a. what management thinks customers want and the quality specifications that management develops to provide the service
b. service expectations and what customers are told to expect
c. what customers want and what management thinks customers want
d. service quality specifications and employee training

Ans: c. what customers want and what management thinks customers want