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The moment-of-truth is the crucial moment between the service provider and the customer that exemplifies, enhances, or detracts from the customer's expectations. True False
The moment-of-truth is the crucial moment between the service provider and the customer that exemplifies, enhances, or detracts from the customer's expectations. True False
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Foundations of Lodging Management
Authors: David K. Hayes, Jack D. Ninemeier, Allisha A. Miller.
2nd edition
132560895, 978-0132560894
