This chapter makes some general statements about how people form their expectations for guest experiences.

A. How do those statements match up with the way you personally form your expectations for a new upcoming experience?

B. If you are going for a repeat experience, would your expectations be based totally on previous experiences?

C. If you were a hospitality manager, what level and type of expectations would you want to create in your guests, and how would you try to create them?

D. How would you take into account the fact that some guests are new, some are repeaters, and you may not know which are which?