The service quality of a firm is tested at each customer encounter. Parasuraman, Zeithaml, and Berry formulated a service-quality model that highlights the main requirements for delivering high service quality. The model identifies five gaps that cause unsuccessful delivery. Please list and define each of these "gaps."

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The Answer of The service quality of a firm is tested at each customer encounter. Parasuraman, Zeithaml, and Berry formulated a service-quality model that highlights the main requirements for delivering high service quality. The model identifies five gaps that cause unsuccessful delivery. Please list and define each of these "gaps."

The Service Quality of a Firm Is Tested at Each