Marketing Series: Hospitality & Tourism

Chapter 14: Customer and Employee Relations

Chapter Objectives



  • Explain the importance of good customer relations.

  • Identify methods of service in the hospitality industry.

  • Describe the steps to resolve guest complaints to retain customers.

  • Identify external and internal factors that motivate employees.

  • Define the term leadership.

  • Describe ethical issues in the hospitality industry.
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