Glossary

3. An activity that is done for another person.
4. Time when the customer’s experience makes a bigger impact on customer satisfaction than at other times
7. customer experience with a business
11. An interaction between a customer and a staff member
13. Positive feeling customers have about a business that meets their needs
14. service that meets or exceeds customer expectations

1. The area in a hospitality business that guest usually see. In a restaurant, the front of the house includes entrance and the dining room
2. Customer who purchases products or services from a hospitality business
5. Informal conservation people have about their experiences with a business
6. Informal conservation people have about their experiences with a business
7. the quality of producing the same result every time
8. Ability to put yourself in someone else’s shoes and know how that person feels
9. the area in a hospitality business that guest usually do not see; also called heart of the house.
10. ervice Providing the same good service and products to customers each and every time they come to a business
12. Someone who purchases products or services from a business; also called guest