Chapter 8 Flashcards
0
Q
The active producing or helping to produce and deliver the guest experience by guests themselves ideally to mutually benefit guests and org
A
Co production
1
Q
Guest involvement in creating the value and quality of the guest experience
A
Co creating
2
Q
A relatively recent concept involving the refusal to serve certain guests who engage in unacceptable, extreme behaviors a philosophy contrary to “the guest is Always right”
A
Fire the guest
