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Essay Details:
Essay text:
We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is described.
1. Introduction
Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity in the foyer.
Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said.
The front desk clerk is confirming the arrangements of the booking with the guest and the following discussion occurs:
"Sir, you will be charging your accommodation to the company and paying your other expenses...
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