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PAT (profile accumulation technique) - a customer profile for assessing service performance

PAT (profile accumulation technique) - a customer profile for assessing service performance

Hospitality Review 7(3): 46-52

This paper shows how the profile accumulation technique (PAT) can deliver sophisticated measures of service performance for hospitality businesses. It presents a sample of guesthouse guests' PAT responses and their use in service profiling.

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