A process strategy is a means of comparing what is happening against what is supposed to happen.
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Q1: A good service guarantee does not have
Q3: MBWA stands for Management Being Watchful Always.
Q4: Most guests fill out a comment card
Q5: To try to encourage feedback, some companies
Q6: Mystery shoppers are inexpensive and a useful
Q7: Knowing what errors are being made is
Q8: Some hotels actually offer an unconditional 100
Q9: SERVQUAL assesses guest perceptions, not objective reality.
Q10: The good organizations pick one primary method
Q11: A large challenge of line employees assessing
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