Learning Portfolio Part A
After reading the Heskett, Jones, Loveman, Sasser, & Schlesinger (2008) article “Putting the service-profit chain to work” and watching the Joseph Pine TED talk “The experience economy” analsye how these concepts are imperative for any hospitality manager to use in order to gain and maintain competitive advantage.
In your answer you must:
1.Discuss the intersection of hospitality, service and customer experience as a major challenge to Hotel Managers
2.Provide examples to support the practical application of these concepts
3.Evaluate how a manager would assess the effectiveness of these concepts
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