should be also overall emotional experience, which is worth remembering.
Therefore a hotel must, if it wants offer appropriate services to a customer, find out customer’s
wants and needs. A special emphasis has to be given on value delivery, where customer and
employer are in interaction. Interaction between a customer and employer is one of the crucial
moments for creating satisfaction and at the same time establishing loyalty. The fact that customers are more and more demanding and that sometimes slight attention means a lot to them
also has to be taken into consideration.