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27 Pages Essays / Projects Year: Pre-2019

The very essence of hospitality lies in providing the guests with extraordinary customer service. However, in the new era of globalization where competition is ever increasing in this dynamic industry, no hospitality business can ever succeed by simply offering excellent customer service. Undeniably, all market segments look for good service quality along with other hotel attributes like location, room features, price, etc. (Gallup Inc., 2014). However, there would also be many other hotels with these similar qualities. Product and service differentiation customtailored to match changing trends and demands (Zhou, Brown, & Dev, 2009) is the key to winning the competition in such a situation.

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