Question

Mark you brainliest if you answer this :)..

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

Answer 1

Answer:

1st 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.

Explanation:

2nd Here's why excelling at each moment of truth is so important: Guests who have negative experiences are more sensitive to price. Conversely, guests who have positive experiences are more open to suggestions and less concerned about price. Negative experiences reduce guest loyalty