The equation Qe = Qed - Qee demonstrates that quality experienced is the difference between what is promised by the marketing team and what is expected by the guest.
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Q28: In the hospitality industry, the service encounter
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,
Q34: When guests are wrong, find a way
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
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