Understanding and appreciating that guests, their expectations, and their capabilities are varied means that truly guest-focused organizations must hone in on their specific target markets.
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Q27: An excellent way to provide a "wow"
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
Q33: The equation Qe = Qed - Qee
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.
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