Hospitality organizations try to estimate guest expectations accurately and then meet them.
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Q25: The service package is the entire bundle
Q26: The service experience is based on the
Q27: An excellent way to provide a "wow"
Q28: In the hospitality industry, the service encounter
Q29: One of the top ten guest complaints
Q31: One of the top ten guest complaints
Q32: Understanding and appreciating that guests, their expectations,
Q33: The equation Qe = Qed - Qee
Q34: When guests are wrong, find a way
Q35: Service quality is equal to the service
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