The organizational goal of a hospitality organization is to overpromise and over-deliver.
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Q6: Basic business principles are the same whether
Q7: The quality of the entire guest experience
Q8: Internal customers are customers who are patronizing
Q9: The moment of truth can also be
Q10: Every guest experience is unique.
Q12: The organizational employees and units that serve
Q13: Low quality and low cost, and high
Q14: Guest experience = service setting + service
Q15: The tangible part of a service experience
Q16: Quality as perceived by the guest will
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