Answer:
Quality customer service is an experience of feeling valued or heard. Sometimes it’s an intangible component of why a guest may prefer one tourism or hospitality provider over another. There is something about quality customer service that you often can’t put your finger on, but you know it’s there. And it’s a critical factor for tourism success, both as a means of satisfying ever-increasing customer expectations, and as a way to achieve business profitability. Products and Services that meet or exceed customer expectations result in customer satisfaction. Quality is the expected product/service being realized. Before a customer makes a purchase (exchanges money for a product/service) he or she does a mental calculation like, “Is the worth of the product/service (as I perceive and expect) equal to the money that I am about to exchange?”
