According to the authors of "Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience," if failures occur repeatedly at certain points in the service delivery

According to the authors of "Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience," if failures occur repeatedly at certain points in the service delivery system, you should:

eliminate those points of service contact

survey customers to find solutions

change system design

fire the employees responsible

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According to the authors of "Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience," if failures occur repeatedly at ce…

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