INTRO TO RHM * Universal symbol of hospitality pineapple purpose taking care of ppl not a customer a guest eat, sleep, transport, entertain needs over wants guest needs physical good food, drink, bed psychological rest, relax, fun #1 product service latin word: Servitium “duties of a servant” service encounter pd of time in which a customer direcly interacts with a service how quality service is measured comparing service received by what u expect to receive…
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