Hospitality marketing: The internal approach
The most important element of the hospitality product is not a tangible good (for example, a guest room or a meal) but the manner in which the "goods" of the hospitality industry are delivered. In survey after survey, hospitality consumers have underscored the importance of the service element- the manner in which the hospitality product is delivered- by placing good service foremost among the qualities they look for in a hotel or restaurant. Poor service is a recurring complaint among dissatisfied guests and the dominant theme of horror stories about unpleasant hotel stays.