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Current trends suggest that the 21st century will see increased growth in the global service sector. One of the world’s major service industries, tourism and hospitality, has contributed significantly to the global economy in recent decades. For this reason, many governments aggressively promote the development of this so-called “chimney-free industry. Therefore, tourism and hospitality is booming fast, which makes the management is becoming more and more important. The key factor of customer satisfaction is service quality of employee in tourism and hospitality industries.
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