Column: Distinguishing between features, functions and benefits of a hotel

11/22/2013 | HotelNewsNow.com

Hoteliers can determine their property's effectiveness in delivering customer satisfaction by systematically breaking down the features, functions and benefits that the hotel offers, writes Kevin Holt, president of Co. Innovation Consulting. Hoteliers may also wish to categorize each benefit as either a practical, emotional, symbolic or cost benefit, Holt writes.

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