When guests are wrong, find a way to let them be wrong with dignity.
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Q29: One of the top ten guest complaints
Q30: Hospitality organizations try to estimate guest expectations
Q31: One of the top ten guest complaints
Q32: Understanding and appreciating that guests, their expectations,
Q33: The equation Qe = Qed - Qee
Q35: Service quality is equal to the service
Q36: Intangible costs, such as the time spent
Q37: True service interactions must be face-to-face.
Q38: Services tend to be both produced and
Q39: The principles of guestology work better for
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