1. Think of a product, service, or brand to which you are loyal. Why are you loyal to that product, service, or brand? What did the organization do to acquire your loyalty, and what has it done to maintain it? Based on the reasons for your loyalty, what one piece of advice would you give to future hospitality managers?

1. How do you define service? What are the components of good and bad service? Which components of bad service are due to not getting something that you expected or wanted but don't get? Getting something that you don't expect or want?

1. Consider the expression "Price, quality, speed-pick any two." Do you think a company n strategic planner said it, or a customer! Is the expression fair and accurate in to days business world?