True/False
You can figure out what factors in the service product, the environment, and the delivery system are the key drivers to guest satisfaction and intent to return by putting yourself in the guests' shoes and determining what you think is most important.
Correct Answer:
Verified
Correct Answer:
Verified
Q21: Juan owns one of the busiest restaurants
Q22: Just like guests having moments of truth
Q23: Key drivers can be divided into two
Q24: Managers should reinforce the positive and coach
Q25: Leadership makes the difference between success and
Q27: A transformational leader makes jobs fun, fair,
Q28: A "wow" can be built into any
Q29: The term "guest promise" specifically refers to
Q30: Organizational culture is crucial in filling in
Q31: In creating the market-niche-of-one, yesterday's wow becomes