The Hospitality and Tourism Industry provides an intangible guest experience. Name three intangible guest experiences in the Hospitality and Tourism Industry, and judge how these experiences affect a guest’s satisfaction.
“Moments of Truth” are very important to the overall guest experience. Describe a time when you had a positive moment of truth and a negative moment of truth as a guest. Describe how the negative experience could have been improved.
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Research has identified that as three main intangible experiences that affect the customer satisfaction in the hospitality and tourism industry. The experiences have been identified escapism, entertainment, and the aesthetic value. Currently, education has also been identified as one of the experiences as most of the customers are also opting for an educative experience. …
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