A critical incident is either positive or negative, while a moment of truth refers to a positive memorable experience that wows the guest.

Question

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A critical incident can be either positive or negative, while a moment of truth can refer to any memorable experience, positive or negative. However, in the context of hospitality and customer service, moments of truth typically refer to positive experiences that leave a lasting impression on guests.

A Critical Incident Is Either Positive or Negative, While a Moment