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The difference between what a guest expects and what the organization delivers is known as a
Q18: The type of training to offer employees
Q20: Structured guest interviews are very detailed, offer
Q20: Student recruiting is a major strategy in
Q22: Just like guests having moments of truth
Q23: Since "service naturals" are rare in the
Q25: The knowledge economy has changed how people
Q28: The advantage of benchmarking against your own
Q34: Co-production is in the organization's interest when
Q40: Distinctions between respondents in a survey can
Q50: Theme parks allow guests to choose which