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when purchasing services from a hospitality organization, the purchaser has limited or no ownership of the service provided. Once the service transaction is complete, there is little or no ability to enjoy the use of the service again in the future. Managing the service delivery in any hospitality organization is difficult but often proves to be the only sustainable competitive advantage available to the business in a hyper-competitive marketplace. Failure to understand these characteristics of service will lead to a failure to recognize and meet the needs of the consumer.

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Jayda Quigley

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3y ago

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