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Question 23 (2 points) Service excellence is primarily about delivering what is promised dealing well with any problems and queries arise a personal touch the provision of a little extra Question 24 (2 points) Customers who experience service failure and successful recovery is likely to be delighted as a results tend to remain more loyal Double deviation The service recovery paradox Service guarantee Service failure on 25 (1 point) Service standards should be established at the end of the planning process. True False Question 26 (1 point) The purpose of blueprinting is not only to satisfy the guest but also to enable the organization to achieve its profit goal. True False Question 27 (2 points) In which step of the design process is the multi-criteria analysis usually applied? CID Clarifying objectives Determining characteristics Generating alternatives Evaluating alternatives