Low quality and low cost, and high quality and high cost, bring about the same perceived value to the guest.
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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
Q14: Guest experience = service setting + service
Q15: The tangible part of a service experience
Q16: Quality as perceived by the guest will
Q17: Guest focused organizations should trace information and
Q18: Guests usually accept the organization's definition of
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