On the other hand, if management establishes a consumer orientation and
places customer satisfaction as the number one priority, the firm’s products
and services are more likely to meet customers’ expectations. As a result, they
will return more frequently to the hospitality operation, and this will have a
positive influence on long-term sales and profits. In addition, by telling their
friends and acquaintances about their positive experiences, satisfied consumers
are likely to influence others to patronize the establishment