TABLE OF CONTENTS

1- Acknowledgement 2- Executive Summary 3- Objective 4- Introduction 5- Overview Of Hospitality Industry

How To Manage Waiting Time In Hospitality Industry Why Are Waits Necessary? Strategies for Managing Actual Customer Waits Strategies for Managing the Perception of Waiting 23 24 28

1 2 3 4 6
6 8 10 18

Want loyal customers? Don't stop at satisfaction. Core Service Isn't Enough A Few Final Thoughts

6- Hypotheses Development
Definition Of Constructs Impact Of CS On WTP Functional Structure Transaction-Specific Versus Cumulative Satisfaction

29
29 30 30 33

7- Methodology
Sample Design And Experimental Procedure Question, Which Is Given In Questionnaire And Their Response

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36

8- Analysis Of Result 9- Recommendation 10- Conclusion 11- Bibliography 12- Abbreviations

38 39 40 42 42