Hector ordered a model fighter jet at a discounted price of $22 from a hobby catalog. however, he was charged extra $10 as shipping charges which was not mentioned anywhere on the catalog. he decided never to buy anything from that catalog again. due to a the catalog retailer lost a customer.

I think the answer is delivery gap.
Delivery gap happens when the company fail to deliver their product/service according to the expectation of the customers.
This could be avoided by being completely honest with the customers on the total cost needed by the company to create the product until the delivery to the customer's end.

The answer should be b.

Ibelieve the answer i'd medicaid.