The quality of the entire guest experience is the difference between the quality the guest expects and the quality the guest gets.
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Q2: In the hospitality industry, the people part
Q3: Service is largely intangible.
Q4: What may create a "wow" experience for
Q5: Services tend to be tangible as well
Q6: Basic business principles are the same whether
Q8: Internal customers are customers who are patronizing
Q9: The moment of truth can also be
Q10: Every guest experience is unique.
Q11: The organizational goal of a hospitality organization
Q12: The organizational employees and units that serve
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