Read the case and answer the questions that follow: You are currently working in one of the hotels in Dar Es Salaam city as an operations manager. The hotel is strategically located along the Indian Ocean, and the venue has various features including aquariums, live parrots, a waterfall, and a video screen. A group of customers from the USA stayed for three days and their rooms were in good view of the Hotel. However, these customers raised some issues related to the Hotel services. They noted some quality gaps and were not happy with that. They mentioned that: the personnel appearance, particularly from the restaurant side, was not neat and their interpersonal skills were poor; they were not happy with the quality and taste of food; the employees did not wear their name tags and did not establish eye contact most of the time, and one of the customers ordered a bottle of wine from the menu was told it was out of stock. a) As the operation manager, diagnose the failure gaps in service quality in this Hotel b) Analyze five factors influencing the gaps you classified above