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1. Explain what is “moment of truth” in service quality?
2. What do you think is the impact of a "Moment of Truth" in guests
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1.A moment of truth is when an interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression on a customer. ... Completing customer satisfaction surveys is not a reliable way of determining moments of truth for two reasons.
2.A “moment of truth” is any point during a visit when a guest has an opportunity to form a positive or negative impression of your restaurant. Moments of truth may be different for every restaurant, but if you put yourself in your guests' shoes, you should be able to identify what they are for you.
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