Key drivers can be divided into two categories: basic things that the guests expect and the characteristics and qualities that make the experience memorable.
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Q14: Organizations can benefit from thinking of their
Q15: Everything the organizational leadership says and does
Q16: Regardless of the size of the innovation,
Q17: One employee at one moment of truth
Q18: The outstanding hospitality managers get the data,
Q20: "The wait" is difficult to model and
Q21: The second step in staffing is finding
Q22: The difference between what a guest expects
Q23: A particular challenge of the hospitality industry
Q24: The benchmark hospitality organizations believe that
A) Guests
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