What’s the Importance-performance analysis (IPA)? How it works? What are the steps that need to be followed in order to create a IPA Grid for hospitality operators? How do you interpret the IPA Grid?Please describe the four unique characteristics in hospitality that differs from physical goods, which are intangibility, variability, inseparability and perishability. (Examples are good)There are five dimensions of service quality in SEVQUAL which are Tangibles, Reliability, Responsiveness, Assurance and empathy. Please explain each dimension and make examples for each.

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