1.Chapter 3: The Guest Experience •CH 3: The guest experience The service environment Service model Gaps in service Supplier-customer relationships and total…

1.Chapter 3 The Guest Experience Are Hotels Doing The Right Thing? 2. Chapter content: •CH 3: The guest experience The service environment Service model Gaps in…

1.Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin 2. Customer Expectations of Service  Service Expectations  Factors that…

1.Chapter 3 The Guest Experience Are Hotels Doing The Right Thing? 2. Chapter content: •CH 3: The guest experience The service environment Service model Gaps in…

1. Chapter: 3Customer Expectations of ServiceCopyright © 2013 by The McGraw-Hill Companies, McGraw-Hill/Irwin Inc. All rights reserved. 2. Customer Expectations of ServiceCChhaapptteerr33…

Slide 1 4-1 Customer Expectations of Service  Meaning and Types of Service Expectations  Factors that Influence Customer Expectations of Service  Issues Involving…

MEGAMINDS A Presentation on Customer Expectations of Service By: Saugata Palit 1 2 Meaning and Types of Expected Service 3 Customer Expectations of Service Customer Expectations…