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Synopsis The rapid pace of globalization has caused increasing consciousness among customers. Due to growing competition and improved job opportunities, especially in the private sector, coupled with improved buying power (which is a direct impact of regular employment generation), consumers have become more demanding. Therefore, to attract and retain customers, cost and quality control continues to be the keywords as hospitality remains primarily a service catering to the business as well as leisure customers. It is, therefore, vital to focus on the planning and delivery aspects related to effective customer service in the hotel industry. Associations of hotel and restaurant owners have been established by those who create and enforce quality standards, and many of those associations are honored as corporations, that embody the philosophies of effective quality management. As per the principles of total quality management, accomplishment of service quality is a continuous process. It extends throughout every stage of the client's lifecycle. This is applicable for all in business, and the delivery of service that meets or exceeds customers' expectations becomes an increasingly significant differentiating factor in business development. Therefore, continuous efforts have to be made to reassess the gap between expectations and delivery of service. What constitutes service quality is a matter of concern as it is a relative concept, referring to the demand and expectation fulfilment of customers. Reduced price coupled with a tailor-made service is one strategy to attract and retain customers by service provider.