The Jones Company has a very limited return policy for its products, and a customer can only return an item with a store receipt. The Jones Company has established this return policy without any customer satisfaction research. While the Jones Company thinks its policy is fair, many customers do not. A service-providing firm like the Jones Company that does little or no customer satisfaction research is most likely to experience a gap between . a. the service quality specifications and the service that is actually provided b. the customers' wants and what management thinks customers want c. what the company provides and what the customer is told it provides d. management's perception of what customers want and the quality specifications it develops