Discuss The Moments Of Truth In Hospitality Research (Essay Sample)

Moments of truth
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The moment of truth is considered to be during the interaction between the consumer and the service provider. It is an essential moment in hospitality management that could result in a positive or negative impression on the customer that is long-lasting. According to Rick Hendrie (2008), it is essential for any business to identify and perceive the moments of truth for its clients. The impression created is important to the extent that it may tip the raving Fandom ladder in either direction. Positive reactions will make the consumers the advocates for the business. It, therefore, assists in creating brand considering that all it takes is to work on the customer’s emotions. According to his article, Hendrie (2008) asserts that the primary moments of truth associated with brand-making are summarized in five key questions: “Hello?” “Welcome, what can I do for you?” “I will do what it takes to make this experience WOW.” “Thank you.” “Goodbye and come back soon.”
This article by Hendrie (2008) links with Brymer’s text which defines the moment of truth as those points during which consumers interact with the service providers aiming to create a good rapport between them. The article goes further to provide instances through which the two parties interrelate with each othe...