Relationship between operation and encounters in hospitality and then provide a example which they are doing for their every customers
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Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field.
Excellent customer service is vitally important in all businesses. ... Every business needs to keep customers and clients happy, but in the hospitality industry it's so vitally important to keep guests engaged in order for the business to grow and prosper