Research Paper Requirements:

Title page, abstract page, and reference page--which must be included).

At least 10 references (including 5 citations from the assigned text) must be used and cited using APA format

Wikipedia sites, dictionary sites, encyclopedias, etc. are not academically recognized sources and must not be used

This paper should be a clear, concise, professional document double-spaced, 12-point Times Roman font, one-inch page margins

Microsoft word format

The following books are recommended as essential references, and you will reference one or all of them (with a min. of 5 in-text citations) in this paper

Recommended Texts:

Blanchard, K. H., Bowles, S., & Saputra, L. (1993). Raving fans. Random House Audio.

LeBoeuf, M., Wollman, L., Werner, J., & Holland, S. (1989). How to win customers and keep them for life. Berkley Books.

Willingham, R. (1992). Hey, I'm the Customer: Front Line Tips for Providing Superior Customer Service. Prentice Hall.

Zemke, R., & Williamson, B. H. (2001). Delivering knock your socks off service. AMACOM Div American Mgmt Assn.

Tasks for this Assignment:

Utilize academic sources to define the following terms:

Customer/guest Expectations

Quality

WOW Factor (meaning an ability to go above and beyond - not just answering a customer's question, but also surprising and delighting them. The best customer service reps love making people's day)

Research and explain how quality, customer/guest expectations and the WOW factor influence and impact Hospitality & Tourism as service sectors.

Conduct an onsite visit (mystery shop) a local hospitality or tourism entity and evaluate their quality, service provided, and your experience.

Explain how your experience aligns with your research of how quality, guest expectations and the WOW factor impact Hospitality and Tourism.

What recommendations would you recommend to your visited property in order to enhance the quality, and WOW factor provided.If you were on the management team, what measures would you implement to exceed guests' expectations? Explain in detail, along with the expected outcomes.