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A Hotel May Feel That Its Customers Prefer Comfortable Rooms,when,in

Question 36

Multiple Choice

A hotel may feel that its customers prefer comfortable rooms,when,in fact,the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool,spa,and restaurants.This hotel is suffering from a _____ gap.


A) knowledge
B) standards
C) delivery
D) communications
E) confirmation

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