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According to Kapiki (2012), why is the delivery of quality service 'one of the major challenges the hospitality managers will be facing in the following

According to Kapiki (2012), why is the delivery of quality service 'one of the major challenges the hospitality managers will be facing in the following years as [...] essential condition for success in the emerging, keenly competitive, global hospitality markets'? Provide example from your own experience to illustrate the importance of quality of services and experiences.

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